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The Housing Ombudsman referral guide

Kayleigh Withington • 6 December 2022

Thank you for contacting MLA Solicitors regarding your housing matter, unfortunately we have been unable to help you at this time, however, you should now contact The Housing Ombudsman as they may be able to help. If you are unable to resolve your complaint through your landlord’s complaints procedure, you can refer your complaint to The Housing Ombudsman.

From April 2013, The Housing Ombudsman took over responsibility for all new complaints about social housing. Unless stated otherwise, The Housing Ombudsman considers complaints about housing associations and local housing authorities.

Please see below a list of complaints that are referred and dealt with by The Housing Ombudsman, currently:

Leasehold services

  • Shared ownership and sales processes for leasehold properties
  • Shared ownership stair-casing
  • Full ownership and sales processes for leasehold properties owned by housing associations
  • Right to buy and right to acquire for tenants of housing associations
  • Repair responsibilities under the lease
  • Mortgage rescue schemes
  • Leasehold services provided by the landlord

Moving to a property

  • Transfer applications that are outside Housing Act 1996 Part 6
  • Type of tenancy offered
  • Mutual exchange
  • Decision to renew a fixed tenancy
  • Decants
  • Mobility Schemes

Rent and service charges

  • Rent or service charges

Occupancy rights

  • Terms and conditions of occupancy rights
  • Succession
  • Assignment
  • Ending a tenancy (e.g., notice periods)
  • Abandonment of property
  • Possession proceedings

Property condition – repairs and improvements

  • Condition of the property when first let (e.g., void works)
  • Responsive repairs
  • Planned maintenance or cyclical works
  • Improvement works carried out by landlord or tenant
  • Rechargeable repairs
  • Disabled adaptations

Tenant behaviour

  • Anti-social behaviour
  • Noise nuisance
  • Harassment

Estate management

  • Cleaning or repairs of communal areas
  • Boundary issues
  • Grounds maintenance
  • Parking
  • Use of communal areas

Complaint handling

  • The landlord’s handling of a complaint in their complaint process, including delays

Compensation

  • Home loss or disturbance payments
  • Improvements carried out by the tenant
  • Payment for damage to property or tenants’ belongings
  • Discretionary payments

    Once The Housing Ombudsman receive your complaint, they may:


    • Refer the case to a different organisation if it is an issue, if they cannot make a decision about because it is not in their jurisdiction
    • Work with you and your landlord to resolve the dispute under our mediation procedure. For example, they use their experience of resolving complaints to make suggestions to the landlord and/or the resident if they believe there is a way to resolve the complaint
    • Carry out an investigation; they only do this for those complaints where they decide an investigation is proportionate to the circumstances and evidence before them, for example complex complaints involving many issues.


    You can contact The Housing Ombudsman by visiting https://www.housing-ombudsman.org.uk/ or calling 0300 111 3000 between the hours of 9:15am to 5:15pm, Monday to Friday.

    Please feel free to come back to us if the complaint is ongoing after this step and needs legal attention. If you have any questions, please call 0800 610 2223 or email info@mlasolicitors.co.uk.

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