How to Complain to the Housing Ombudsman
The Housing Ombudsman looks at complaints about social landlords, such as housing associations, once you have been through your landlord's own complaints process. It is free. Write your complaint to your landlord, and we print it and post it for you by Royal Mail.
Not complained to your landlord yet? Send your complaint by Royal Mail Tracked 24, from £8.99, so you can prove the date it arrived.
From £2.49 including printing and postage
- No printer or Post Office trip
- See the finished letter before you pay
- Order by 2.30pm for same-day posting
Quick Answer
- Complain first to
- Your landlord
- Stage 1 reply
- 10 working days
- Stage 2 reply
- 20 working days
- Then you have
- 12 months
- Cost
- Free
Reply times run from when your landlord acknowledges your complaint, which it must do within 5 working days.
Where to Send It
Your complaint goes to your landlord first, at the address on its letters or its complaints page. The Housing Ombudsman comes after that.
Your landlord
Your complaint, and then your request to move it to stage 2.
The address on your landlord's lettersor its complaints pageSay what went wrong and what you want your landlord to do, and keep a copy.
Write your complaint letterHousing Ombudsman Service
Post for the Housing Ombudsman.
Housing Ombudsman ServicePO Box 1484Unit DPrestonPR2 0ETThe Ombudsman strongly encourages its online form instead, as post is slower, and it cannot handle large bundles of documents by post. When we checked on 19 October 2026, its online form and web chat were down after an IT security incident, and it asked people to email info@housing-ombudsman.org.uk or call 0300 111 3000 to start a complaint.
A letting agent
If your complaint is about a letting or estate agent, not a social landlord.
The Property Ombudsmanor Property RedressCheck the agent's website or paperwork to see which scheme it belongs to.
Read the Property Ombudsman guideChecked against the Housing Ombudsman website on 19 October 2026.
Why Send It With PostRight
Proof It Arrived
Choose Tracked 24 and you can see when your letter was delivered, with a photo on delivery. Useful when a deadline or reply time counts from the day it arrives.
No Printer, Envelope or Stamp
Type your letter or upload a PDF on any device. We print it, put it in the envelope and post it.
Posted Today
Order by 2.30pm on a working day and we post it the same day by Royal Mail.
How It Works
- 1Complain to your landlordWrite to your landlord, say what went wrong and how you want it put right, and keep a copy.
- 2We print it and post itOrder by 2.30pm on a working day and we post it the same day by Royal Mail. A tracked service shows when it arrived, which helps you count the reply time.
- 3Go to the Housing OmbudsmanIf you are still unhappy after your landlord's stage 2 response, take your complaint to the Housing Ombudsman within 12 months.
Complain to Your Landlord First
The Housing Ombudsman only looks at a complaint once you have been through your landlord's complaints process, which has 2 stages. At stage 1, your landlord must acknowledge your complaint within 5 working days and send a written reply within 10 working days of that. If you are unhappy, ask for stage 2. Your landlord must acknowledge that within 5 working days and reply within 20 working days.
If your landlord does not respond to your complaint, the Housing Ombudsman can still help.
Time Limit
You have 12 months from your landlord's stage 2 response to take your complaint to the Housing Ombudsman. It is unlikely to look at a later complaint unless you have a good reason.
What to Send
The Ombudsman asks for the name of your landlord, your type of tenancy, a copy of your complaint and any replies, and your own details.
Private Landlords
The Housing Ombudsman covers social landlords and other housing organisations that join its scheme. A new ombudsman for private landlords is planned under the Renters' Rights Act 2025, and the government expects private landlords to have to join it in 2028. Complaints about a letting agent can go to The Property Ombudsman or Property Redress.
Other Ombudsman Guides
Frequently Asked Questions
Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET. It prefers complaints through its online form, as post is slower.
Send your complaint to your landlord today.
Write or upload your letter, choose your service at checkout, and we print it and post it by Royal Mail.
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