The government have created a Charter for social housing residents. This sets out what every social housing resident should be able expect to ensure they are safe in their home, have their voices heard and be listened to.
If you’re unhappy with the service from your social housing provider, there’s help to make things right.
If you are unhappy with the service you are receiving from your social housing provider you can make a complaint.
Your complaint could be about:
You should make your complaint to your social housing provider in the first instance. You shouldn’t be penalised for doing so and it will not affect your tenancy.
Your social housing provider normally has at least two stages to their complaints procedure, and each stage takes around 10-20 working days for them to respond. Information on how to make an effective complaint can be found in this guide.
You can also contact the Housing Ombudsman if you need further advice and support at this stage.
If you’re not happy with the final response from your social housing provider, you are entitled to make a complaint to the Housing Ombudsman.
The Housing Ombudsman will investigate fairly and impartially. Find out more about what the Housing Ombudsman will investigate and how they can help.
They can only review your case after 8 weeks has passed since your social housing provider’s complaints process has ended. The government is proposing legislation to speed this up.
You could also contact your MP, councillor, or Tenant Panel who may be able to help you resolve the issue. They can also refer you immediately to the Ombudsman if they cannot help themselves.
There is a range of information, help and guidance on the social housing complaints process:
The government is introducing the Charter for Social Housing Residents.
It will ensure residents have a strong voice and are listened to when they raise their concerns and complaints and that residents are treated with dignity and respect. It also sets out how the government will ensure landlords are more accountable for the service they deliver, including through strengthening the powers of the Housing Ombudsman and transforming the consumer regulation role of the Regulator of Social Housing.
The Charter sets out that every resident should expect to:
The Charter and the action the government is taking to support Social Housing Residents is set out in the Social Housing White Paper.
