Housing Ombudsman
If you have taken your claim of housing disrepair or disability discrimination to the Housing Ombudsman and the process is taking longer than expected then we are here to assist.
Let us call you
.ho-guide{max-width:1120px!important;margin:0 auto!important;font-size:17px;line-height:1.7;color:#102c42;text-align:left} .ho-guide h2{font-size:clamp(25px,3vw,34px);line-height:1.25;margin:0 0 22px} .ho-guide h3{font-size:23px;line-height:1.3} .ho-guide .ho-box{padding:32px!important;margin:28px 0!important;border:1px solid #dce4ed!important;border-radius:12px!important;box-shadow:none!important} .ho-guide .ho-intro{background:#102c42!important;color:#fff!important;padding:clamp(24px,4vw,48px)!important;border:0!important} .ho-guide .ho-intro h2{color:#fff!important;font-size:clamp(30px,4vw,44px);max-width:800px} .ho-guide .ho-intro a:not(.ho-btn){color:#fff!important} .ho-guide .ho-grid{grid-template-columns:repeat(2,minmax(0,1fr))!important;gap:24px!important} .ho-guide .ho-card{min-width:0;padding:26px!important;border-radius:8px!important} .ho-guide .ho-cta{background:#f2f7f9!important} @media(max-width:700px){.ho-guide .ho-grid{grid-template-columns:1fr!important}.ho-guide .ho-box{padding:22px!important}.ho-guide{font-size:16px}}
Housing Ombudsman or a disrepair claim?
If your landlord has not resolved repairs, you may be able to use its complaints process, the Housing Ombudsman or a legal housing conditions claim. The right route depends on what happened and the remedy you need.
The Ombudsman is free. A legal claim can involve fees, deductions and costs risks, even under a no-win-no-fee agreement.
Compare the routes · Choose your next step · Can you use both?
Ombudsman complaint vs legal disrepair claim
Housing Ombudsman complaint
An independent investigation into how a member landlord handled your housing problem and complaint.
- Cost: free to residents; you do not need a solicitor or claims management company.
- Repairs: it can order repairs, inspections and other action.
- Compensation: it can award redress for failures and their impact, such as distress, inconvenience and loss of use.
- Starting point: normally complete the landlord’s complaints process; ask the Ombudsman for help if responses are delayed.
Legal housing disrepair claim
A claim based on a breach of legal duties concerning the condition of your home.
- Cost: funding and potential deductions depend on the solicitor’s agreement.
- Repairs: a settlement can require works; a court can make an enforceable repair order where justified.
- Damages: may cover loss of use, proven financial loss and, where established, injury.
- Starting point: notify the landlord and follow the relevant pre-action steps. Urgent cases need prompt advice.
Repairs and enforcement: what is different?
The Ombudsman can order repairs and monitors compliance. Its orders and recommendations are different: orders require compliance; recommendations are not binding. It is misleading to describe all Ombudsman outcomes as voluntary.
A court order has a separate enforcement process. A solicitor can advise whether an injunction, damages or an agreed repair programme is appropriate. Neither route guarantees immediate repairs.
Compensation: which route pays more?
There is no reliable rule that one route always pays more. They assess different issues and use different approaches. The outcome depends on the evidence, the impact, the landlord’s duties and the period involved.
Compensation for a proven personal injury may need a separate legal or insurance claim. The Ombudsman can consider distress and inconvenience but does not determine personal-injury liability in the same way as a court.
Ask for advice before accepting a full-and-final settlement, particularly if repairs remain outstanding or another claim may be affected.
Costs and timescales
The Housing Ombudsman service is free. You can bring your complaint yourself.
A solicitor may offer a conditional fee agreement. Read our no-win-no-fee guide and ask about success fees, compensation deductions, insurance, expenses, cancellation and any circumstances in which you could owe costs.
Neither route has a guaranteed completion date. Complexity, evidence, inspections and cooperation affect progress. A solicitor’s letter does not guarantee a quicker resolution or a larger award.
Can I complain while a solicitor is involved?
Starting the pre-action protocol does not, by itself, mean the landlord should stop handling your complaint. The complaints and legal processes can sometimes continue alongside one another.
Once court proceedings are issued, the Ombudsman may be unable to investigate the same matters. Different issues may need separate treatment. Tell your solicitor about any complaint, Ombudsman decision, payment or settlement so the routes can be coordinated and compensation is not duplicated.
What should I do next?
- Report the repairs in writing. Keep dates, photographs, repair references and replies.
- Make a formal complaint if the landlord has not put matters right. Reporting a repair is not always the same as making a complaint.
- Consider what you need: complaint handling, repairs, compensation or advice about a potential injury claim.
- Seek advice promptly about serious hazards, legal deadlines or an offer of settlement.
For an immediate danger, use the appropriate emergency service and your landlord’s emergency repairs process. Do not wait for a complaint investigation to address an urgent risk.
How Housing Disrepair Helpline can help
We are a claims management company. We offer free initial advice and, where appropriate, introduce residents to specialist solicitors from our panel. The solicitor assesses the legal merits and explains the funding terms before you decide whether to proceed.
You can also use the free Ombudsman service yourself, however there are know backlogs of over 12 months Explore our guides to damp and mould, leaks and heating and electrics.
Unsure which route fits your situation?
Tell us about the outstanding repairs and the steps you have already taken.
Call 0800 612 4690
"Very efficient and keep in contact frequently was happy to take on my case"
5
Kay Cooke (via Google)
"The people are very friendly very efficient. They have been such a big support to me. I would like to thank you so very much for all you help and kindness."
5
Lisa Willcocks (via Google)
"Very helpful, good communication, kept me updated as to what going on. Would use this company again."
5
Yvonne Hill (via Google)
"Very helpful and respectable. I would recommend this team to my friends and family."
4
Theresa George (via Google)
"Amazing customer service highly recommend!"
5
Melissa Frempong (via Google)
"Very professional, sincere and overall very efficient service, I would highly recommend!"
5
Michael Parkin (via Google)
"The lawyers were excellent! They gave me life again I feel proud of the home I have. I have been asking the council for repairs for 10 years and they neglected me. The lawyers acted quickly in 6 months they managed to do more than I can ask for. The kitchen is now fully repaired, mould is gone, all the cracks around the house are fixed. My walls were even painted."
5
Marta Lopes (via Google)
"I received outstanding help from Liam and Kieran, they were very patient with me and the communication and response times were amazing. I would definitely recommend using their service."
5
Shukri Ali (via Google)
"Louis, my housing solicitor really helped with my situation. He forced L&Q to do the works they should have been doing. He kept me updated every step of the way and even got my bedroom fully redecorated and I got a whole new bedroom suite. He even got them to paint my kitchen and hallway."
5
Joyce Phillips
"This actually works I was successful and got everything I asked for and compensation"
5
Ms Akua (via Facebook)
"My solicitor was excellent and very professional. There was no messing around and my house was fixed perfectly and I even got £8000 in compensation. 10/10 service!"
5
Felicia Appiah, Newham
"10/10 service. Excellent service. The housing solicitor was very good with handling the case, and as soon as she got involved the landlord started moving with the repairs. Once all the works were done, there have been no more issues. Would recommend Housing Disrepair Helpline"
5
Beverley Williams, Lambeth
"I am so grateful for HDH help and over the moon with my new kitchen and the heating now keeps me warm in the cold winter months"
5
Josephine Dunne
"I was very happy with how swiftly the works were carried out and how the solicitor’s were able to get repairs done that I’ve been trying to get fixed for 6 years!"
5
Gemma Gabriel