Housing Ombudsman Complaints: Escalating Social Landlord Disrepair
How to complain to the Housing Ombudsman about damp, mould and Awaab's Law breaches, including the form, process, deadlines and available remedies.
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For more on your legal rights, read our complete Guide to Awaab's Law.
What the Housing Ombudsman Can and Cannot Do
The Housing Ombudsman investigates maladministration by social landlords — failures in process, communication and repair handling. It applies the statutory Complaint Handling Code and considers whether landlords have met obligations under Awaab's Law and the Social Housing Regulation Act 2023.
The Ombudsman can order an apology, require repairs to be completed, and award compensation for distress, inconvenience and time and trouble.
It does not determine personal injury damages in the same way as a court. A legal claim is a separate route with different evidence, remedies, costs and limitation rules. Court proceedings may also affect what the Ombudsman can investigate, so obtain advice before assuming both routes will continue unchanged.
What Is the Housing Ombudsman Complaint Handling Code?
The statutory Complaint Handling Code requires member landlords to use a two-stage process. At stage 1, the landlord should acknowledge the complaint within 5 working days and issue its written response within 10 working days of acknowledgement. At stage 2, it should acknowledge escalation within 5 working days and respond within 20 working days. Permitted extensions must be explained.
How Do I Use the Housing Ombudsman Complaint Form Online?
Use the Ombudsman's official online form after receiving the landlord's stage 2 response, or where you need help because the landlord is not following its process. The form asks for the landlord, tenure, complaint reference, complaint and response documents, what happened, its impact and the remedy requested.
Submit one complaint at a time and keep copies. The Ombudsman can only consider complaints about landlords within its Scheme, and the normal referral window is 12 months from the stage 2 response.
What Is the Housing Ombudsman Complaints Process?
First make a formal complaint to the landlord, then complete stages 1 and 2. If unresolved, refer it through the Ombudsman's form. The Ombudsman decides jurisdiction, gathers relevant information, assesses the landlord's actions against obligations and policies, and may make findings, orders or recommendations.
How Much Compensation Can the Housing Ombudsman Award?
There is no automatic amount for damp, mould or repair delay. The Ombudsman's February 2026 compensation guidance links remedies to the seriousness of the failure and its impact. It describes bands including awards up to £100 for minor service failure, £100 to £600 for maladministration, £600 or more where substantial redress is needed, and £1,000 or more for severe long-term impact.
These are guidance bands, not caps or guaranteed payouts. The Ombudsman considers duration, vulnerability, distress, inconvenience, time and trouble, the landlord's response and whether practical action is required. It may order repairs, an apology, policy learning or other remedies alongside compensation.
Is There an Average Housing Ombudsman Disrepair Award?
No published average can reliably predict an individual complaint. Decisions cover different landlords, failures, household impacts and remedies. Use the current compensation guidance and comparable decisions only as context, not as a calculator.
How to Complain to the Housing Ombudsman: Step-by-Step
A clear escalation route from first report to final outcome.
- 1
Report the disrepair to your landlord
Put it in writing (email or letter) so there is a clear paper trail. Keep dated photos and notes of every contact.
- 2
Use the landlord's formal complaints process
Most social landlords have a 2-stage process. You normally need to complete this before the Housing Ombudsman will investigate.
- 3
Escalate to stage 2
Explain why the stage 1 response is inadequate and what outcome you seek. The stage 2 response is normally the landlord's final response.
- 4
Use the Housing Ombudsman online complaint form
After stage 2, or if the landlord is not following its complaint process, submit the relevant complaint and response documents through the free online form.
- 5
Check any separate legal claim deadline
An Ombudsman complaint does not stop court limitation. Obtain advice where repairs, injury or a legal claim may require separate action.
Ombudsman Complaint vs Housing Disrepair Claim
- Free to use
- Orders repairs and apologies
- Impact-based remedies guidance
- Cannot award personal injury damages
- No Win, No Fee
- Court orders forcing repairs
- Damages assessed from the evidence and applicable legal cause of action
- Separate legal route; overlap should be assessed
Time Limits You Should Know
Different legal claims can have different limitation periods and start dates. Contract claims commonly use six years and personal injury commonly uses three years subject to date-of-knowledge rules and exceptions. An Ombudsman complaint does not stop court limitation, so obtain a case-specific calculation promptly.
Already Complained and Nothing Has Changed?
Speak to SRA-regulated housing solicitors about the available routes, limitation and funding. Court proceedings may affect what the Ombudsman can investigate.
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Did you know? Under the Pre-Action Protocol for Housing Conditions Claims (England), parties are expected to exchange information and try to resolve suitable claims before court proceedings. Different or urgent routes may apply.
