Social housing issues and how to complain

Everyone deserves to live in a safe and comfortable home. If you're a social housing tenant in Plymouth and you're facing issues with your property or your landlord, you have the right to have those problems addressed. This guide explains the straightforward steps you can take to resolve housing issues.

These are some of the issues you can take action on:

Mould and damp: Protect your health and well-being from damaging damp issues.
Poor insulation: Ensure your home is energy-efficient and comfortable.
Damaged doors and windows: Keeping your property secure and weatherproof.
Leaking pipes: Prevent damage to your property and conserve water.
Other repairs: Address any needed repairs that impact the liveability of your home.
Anti-social behaviour: Addressing disturbances affecting your peace of mind.
Access problems: Ensure you have full and easy access to your home.
Poor landlord service: Hold your landlord accountable for a professional service.

How to get your housing issue resolved: Three clear steps

Report the issue to your landlord: This is always the first step and often the simplest way to get things fixed.
Complain to your landlord: If reporting the issue doesn't solve the problem, it's time to formally complain.
Escalate to the Housing Ombudsman: This is the next step if your complaint doesn't achieve the result you deserve.

Step 1: Reporting the issue directly

Who to contact: If you live in council housing, reach out directly to your local council. If you're with a housing association, your contract or their website will have the contact information you need.
How to report: Landlords usually provide a variety of options, such as online forms on their websites, dedicated email addresses, or phone numbers.

Step 2: Making a formal complaint

If your reported issue is not resolved to your satisfaction, you need to make a formal complaint. This is your right, and your landlord must take it seriously. They are not allowed to punish you for complaining.

Landlord's complaints process: Most landlords have a 2-stage complaints procedure, which will be outlined on their website.

Stage 1: Landlords must respond within 10 working days of receiving your complaint.
Stage 2: If your complaint requires a stage 2 review, they must respond within 20 working days.

What to expect: Your landlord will provide you with a final response that will explain how they intend to solve the issue. It may be an offer of compensation.

Step 3: Involving the Housing Ombudsman

If your landlord's final response does not offer a solution you're satisfied with, you can take your case to the Housing Ombudsman. This is a free and impartial service that will fairly investigate your case.

Contacting the Ombudsman

Make a complaint to the Housing Ombudsman.

Email: info@housing-ombudsman.org.uk, or phone 0300 111 3000.

What to expect: Ombudsman investigations typically take six months but may vary. They are thorough, fair and will make a determination based on the facts.

Outcomes: When the Ombudsman rules against your landlord, they must act within 6-8 weeks to address the findings.

Additional support and resources

Navigating housing issues can be stressful. Please know that you don't have to go through this alone.

Citizens Advice, Shelter and other advice organisations offer free and impartial advice on housing issues, including your right to raise your issue through the courts.

Dealing with housing problems can be stressful. If you want to talk to someone, contact NHS mental health services or speak to a mental health charity.

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