How to Complain to Your Housing Association in the UK
Social housing tenants have strong complaint rights and access to independent redress. This guide explains how to use them effectively.
Your rights as a social housing tenant
Housing associations are regulated by the Regulator of Social Housing and subject to Housing Ombudsman jurisdiction. Unlike private tenants, you have a free, independent complaints route if your complaint is not resolved internally.
The complaints process
- —Stage 1: Acknowledged within 5 working days, full response within 10 working days
- —Stage 2: More senior review, response within 20 working days
- —After Stage 2: refer to the Housing Ombudsman
Repair rights
Housing associations must maintain properties under the Landlord and Tenant Act 1985 (s.11) and the Decent Homes Standard. From 2024-2025, Awaab’s Law requires fixing damp and mould hazards within strict timeframes: emergency fixes within 24 hours, urgent repairs within one week.
Awaab’s Law significantly strengthens tenants’ rights around damp and mould. If your housing association is not acting on a damp or mould report, reference this legislation explicitly in your complaint.
The Housing Ombudsman
Refer your complaint to the Housing Ombudsman after completing the internal process and waiting 8 weeks after the final Stage 2 response. The Ombudsman can order repairs, compensation for distress and inconvenience, apologies, and policy changes.
Anti-social behaviour
Housing associations must have ASB policies. If a social housing tenant is causing ASB, report it to the housing association — they have powers to intervene, including warning letters, injunctions, and possession proceedings.
Service charge disputes
Challenge unreasonable service charges at the First-tier Tribunal (Property Chamber). Charges must be reasonable and you can inspect supporting accounts and receipts. Historical charges can be challenged up to 18 months before they were demanded.