Social Housing Tenants: How to Complain and Get Repairs Fixed
Every home should be safe and secure, and that includes yours. If you’re one of the many social housing tenants in England dealing with an unresolved issue — whether it’s damp, a broken door, or poor service from your landlord — there’s a clear process for getting it sorted. This guide walks you through exactly what to do, step by step.
What Issues Can Social Housing Tenants Raise?
Social housing tenants can report and complain about a wide range of issues, including:
- Mould or damp
- Poor insulation
- Broken doors or windows
- Leaking pipes
- Other repairs
- Anti-social behaviour
- Access problems
- Poor service from a landlord
Step 1: Report It to Your Landlord
Start by reporting the issue directly. Most landlords have a website with a form, plus an email address or phone number you can use.
If you live in council housing, contact your council directly. If you’re in a housing association home, check your tenancy agreement for the right contact details.
Awaab’s Law is a relatively new law specifically for social housing. It means landlords must investigate and fix emergency and significant hazards within strict timeframes once an issue has been reported — not on their own schedule.
Step 2: Complain to Your Landlord
If you’ve reported an issue and nothing’s happened, or you’re unhappy with the response, the next step is to make a formal complaint. Your landlord should have a published complaints process on their website.
Landlords must take every complaint seriously. They also cannot punish you in any way for raising a problem — that protection matters, and it’s worth knowing it exists.
Most landlords follow a two-stage complaints process:
- Stage 1: A response within 10 working days of your complaint being logged
- Stage 2: If it escalates, a response within 20 working days
At the end of this process, your landlord sends a final response, which should explain how they plan to resolve things.
Step 3: Escalate to the Housing Ombudsman
If you’re not satisfied with your landlord’s final response, you can escalate to the Housing Ombudsman. The service is free, impartial, and investigates fairly.
You can reach them by:
- Making a complaint through their website
- Using their live chat function
- Calling 0300 111 3000
Investigations take around four and a half months on average, though complex cases can take longer — the Ombudsman completes 99% of cases within 12 months. Before a full investigation, most cases (around 80%) go through a mediation stage first, where the Ombudsman helps find a resolution without needing to investigate in full.
Between April 2023 and March 2024 alone, the Ombudsman ordered landlords to pay over £6 million in compensation to residents — so escalation genuinely does lead to results.
What Am I Responsible For as a Tenant?
Your landlord is responsible for the big things: the structure of the property, electrics, gas, water, and shared parts of the building. As the tenant, you’re generally responsible for smaller items, such as replacing a broken shower rail, changing lightbulbs, or fixing any damage you’ve personally caused.
What If My Issue Is an Emergency?
If the issue is dangerous or life-threatening, contact your landlord’s emergency repair line directly. Most landlords provide a 24/7 emergency number, usually listed on their website under emergency repairs.
Will I Be Evicted for Complaining?
No. Landlords must follow government standards, and they cannot evict a tenant simply for raising a legitimate complaint. Raising an issue is your right, and using it properly is how things actually get fixed.
Should I Withhold Rent While Waiting for Repairs?
No — withholding rent is not advisable during a dispute or disrepair case, since paying rent remains part of your tenancy agreement regardless of the situation. There are safer, more effective routes to get repairs resolved, as outlined above.
Need More Help?
Alongside this process, organisations like Citizens Advice and Shelter offer free, impartial advice on housing issues, including your right to pursue matters through the courts. Your local MP, councillor, or Tenants Panel may also be able to help.
At Tenants Advice, we support social housing tenants across England and Wales — helping you understand your rights, put together an effective complaint, and escalate it properly if your landlord isn’t taking it seriously.
Call our free helpline on 0800 047 2017, available 8am–6pm Monday to Thursday, 8am–4pm Friday, or get in touch with us to take the next step.
Further reading: Housing Ombudsman Service
