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| Courtesy of HOS |
- independent of social housing landlords (e.g., housing associations, local authorities and managing agents);
- impartial in how it investigates and makes decisions regarding complaints; and
- free service for residents (e.g., tenants, leaseholders, shared owners and others with a recognised right to occupy a residential property)
When raising a complaint to the HOS, you must first raise issue(s) with your landlord and follow their 2- stage complaints procedure to put things right. This is because the HOS will only consider a complaint that has been through the landlord's complaints procedure.
Once complaints are considered, the roles of the HOS are to:
- investigate disputes between social housing residents and landlords – i.e., registered members (either through mandatory or voluntary) of the HOS Scheme. You can find verified registered members on https://www.housing-ombudsman.org.uk/landlords/;
- make final decisions where they can require landlords to, amongst others, put things right, pay compensation or improve their service handling where non-compliance or maladministration is found; and
- enforce the statutory Complaints Handling Code for social landlords, which came into force on 01st April 2024.
Apart from investigating ongoing disputes, the HOS may also consider complaints if any of the following apply to you:
- you applied for a property with a landlord that is a member of the HOS Scheme (Note: not through Local Authorities homelessness or housing application);
- you have applied to succeed a tenancy, or you are the successor to a tenancy following the tenant's death (e.g., statutory succession rules in the Housing Act 1985 (ss87-90)/1988 ( s17) or succession clause in the tenancy):
- you are seeking to take over a tenancy or mutual exchange, or have already done so;
- you have matrimonial home rights – i.e., set out in s30 of the Family Law Act 1996;
- you hold a court order or power of attorney (e.g. special power of attorney and lasting power of attorney) relating to someone in a landlord-and-tenant relationship (Note: additional evidence may be required if capacity to act is in question); and
- you have signed authority to act on behalf of a resident (Note: refer to HOS Complaint Checklist – My Version and Based on Publicly HOS Guidance)
Furthermore, the HOS also provides advice (e.g., guidance, information and support) in addition to investigating complaints about landlords. However, you must first raise issue(s) with landlords and follow their 2- stage complaints procedure.
The HOS Complaint Checklist – My Version and Based on Publicly HOS Guidance, is not exhaustive but will help you assess your eligibility where further information, amongst others, will be required, as follows:
- complaint reference number issued by your landlord;
- copy of tenancy agreement;
- copy of original complaint;
- stage 1 response (if applicable); and
- stage 2 response (if applicable)
Thus, if any of the situations in the HOS Complaint Checklist – My Version and Based on Publicly HOS Guidance, apply to you, it is advisable to answer the HOS Questionnaires - Summary and Additions, in advance.
Answering the HOS Questionnaires - Summary and Additions beforehand will ensure that you will recall key details, clarify goals and provide clear information before completing the actual HOS online complaint form on
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| HOS Complaint Checklist (1-2) |
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| HOS Complaint Checklist (2-2) |
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| HOS Questionnaires (1-2) |
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| HOS Questionnaires (2-2) |
The above information is based on publicly available guidance from the Housing Ombudsman Service where it reflects my understanding, and is provided for general information only and should not be taken as legal advice. If you believe any part requires clarification or correction, please feel free to contact me. Hence, it should not be taken as legal advice.
