Council tenants: how to report an issue

If you have an issue with your home, or the service you have received from us, there are ways to make things right.

How do I get an issue sorted?

To get an issue sorted, you can:

• Report it to us
• Make a complaint
• Escalate to the Housing Ombudsman

You can take these steps for lots of issues, including:

• Mould or damp
• Poor insulation
• Broken doors or windows
• Leaking pipes
• Other repairs
• Anti-social behaviour
• Access problems
• Poor service from your landlord

Step 1 – Report it to your landlord

If you are a council tenant, you can report the issue to us by completing the relevant online form:

• Report housing repairs, water leaks, and blocked drains using our Housing Repairs contact form
• If your enquiry concerns tenancy management, complete our Tenancy Management contact form
• For council tenant's resident involvement: Resident Involvement contact form
• Report a noise problem
• Report anti-social behaviour
• For other enquiries, use our general enquiries contact form - your enquiry will be sent to the relevant team

Alternatively, you can call us on 01455 238141 and speak to customer services, who will direct your request to the department responsible. 

Step 2 – Complain to your landlord

If you’ve reported an issue and it hasn’t been sorted or you’re not happy, you can make a complaint to us.  You can ask to speak to a manager of that service, to take a look at the issue. Alternatively, you can make a formal complaint. You can do this either by phone, or for further options, including making a complaint online, visit how to make a complaint

We will take your complaint seriously and you will not experience any negative repercussions for raising a problem or making a complaint.

Step 3 – Escalate to the Housing Ombudsman

If you’re not happy with your landlord’s final response to a complaint, escalate it to the Housing Ombudsman. They are free to use, impartial and will investigate fairly. You can contact them by the following means:

• Email: info@housing-ombudsman.org.uk
• Telephone: 0300 1113000

Investigations take six months on average but can be faster or slower, depending on the case. The Ombudsman will check the facts and be thorough.

When the Ombudsman investigates and rules against a landlord, they must show they are acting within six to eight weeks.

Need more help?

Citizens Advice, Shelter and other advice organisations offer free and impartial advice on housing issues, including your right to raise your issue through the courts. You can also contact your local MP, Councillor, or Tenants Panel to see if they can help.

For additional ways to get things sorted, visit social housing issue (GOV.UK)

Last updated: 07/11/2023 13:01