Who this applies to
This page is for council tenants and housing-association tenants. Some points may also help other social housing tenants, but the complaints and Housing Ombudsman routes are mainly relevant to social landlords.
Common unresolved repair issues
Common issues include damp and mould, leaks, heating or hot-water faults, unsafe electrics, broken windows or doors, drainage problems, damaged plaster, structural issues, and repeated failed repairs. If damp or mould is the main concern, read the specific damp and mould guidance for social housing tenants.
What to do now
- Check that the repair has been reported in writing.
- Ask for the repair reference number and expected next action.
- Keep dated photos, messages, repair logs, and appointment records.
- Follow up if the appointment is missed or the repair is closed without resolving the issue.
- Use the landlord's complaints process if normal repair reporting is not working.
- Keep complaint acknowledgements and responses together with the repair timeline.
How to use the landlord's complaints process
Most councils and housing associations publish a complaints policy. Use it to explain the repair history, what remains unresolved, and what outcome you are asking for, such as an inspection, repair plan, or written explanation. Keep the complaint factual and attach only the most relevant records. For support with the first written repair report, see how to report housing disrepair in writing.
When the Housing Ombudsman may be relevant
The Housing Ombudsman may be relevant for social housing complaints where the landlord has had the chance to deal with the complaint or has not followed its complaints policy. The Ombudsman is separate from the landlord. Check the official complaints guidance before deciding what to send and when.
What evidence helps
- Repair reports, complaint emails, and portal messages.
- Photos or videos showing the issue and how it changes over time.
- Repair reference numbers and appointment records.
- Notes of missed appointments or repeat inspections.
- Short impact notes, including rooms affected and any daily-life disruption.
The evidence checklist for tenants gives a fuller date-order structure.
When to escalate urgent hazards
If the issue appears urgent, such as serious leaks near electrics, unsafe heating failure, severe damp or mould risk, structural danger, or another immediate safety concern, report it as urgent and ask the landlord to confirm the emergency route. If there is immediate danger, use emergency services or the relevant emergency repair line rather than waiting for routine correspondence.
Useful official sources
- Housing Ombudsman: make a complaint
- Housing Ombudsman: damp and mould expectations
- Shelter: repairs and housing conditions
Check your housing disrepair situation
Share what has been reported, what records you have, and what remains unresolved. ClaimGrid can help you understand practical information to gather for the next step.
Start a Housing Disrepair Enquiry