How do I escalate my housing repair complaint?

If your housing repair complaint isn’t being taken seriously, it’s important to escalate it through the proper channels to get the issue resolved.

Step 1: Follow the council’s formal complaints process.
Start by submitting a formal complaint to your local council, ideally in writing. Include details of the problem, when it was reported, and any previous communication. Make sure to keep copies for your records.

Step 2: Escalate within the council.
If you’re not satisfied with the response, ask for the complaint to be reviewed at a higher level. Councils usually have a two-stage complaints procedure, and you’re entitled to request this escalation.

Step 3: Contact the Housing Ombudsman.
If the council still fails to act, you can take your complaint to the Housing Ombudsman Service. They offer an independent review and can investigate whether the council has acted fairly and in line with its responsibilities.

Step 4: Consider legal action.
If disrepair is affecting your health, safety, or quality of life, you may be entitled to take legal action — and even claim compensation. Contact a housing disrepair specialist like Legal HD who can advise you if you have a claim.