Social Renters: Know Your Rights and How to Raise a Complaint

If you are a social renter — renting from a council or housing association — you have a strong set of rights that your landlord is legally obliged to uphold. Yet many tenants are unaware of exactly what they're entitled to, or how to take action when things go wrong. This guide sets out your key rights and walks you through how to raise a complaint if your landlord or property manager fails to meet their obligations.

Your Rights as a Social Renter

As a social renter, your landlord — whether a local council or a housing association acting as your property management provider — has a legal duty to maintain your home to a safe and habitable standard. This includes keeping the structure and exterior of the property in good repair, ensuring heating and hot water systems are working, and addressing hazards such as damp, mould, or dangerous electrics promptly.

Under the Homes (Fitness for Human Habitation) Act 2018, you can take your landlord to court if they fail to keep your home in a liveable condition — regardless of whether they are a private landlord or a social housing provider.

You also have the right to be consulted on decisions that affect your home or community, the right to have repairs carried out within reasonable timeframes, and the right to live in your property without harassment or unlawful eviction. From May 2026, strengthened renters rights under the Renters' Rights Bill will further extend protections, including access to a new Housing Ombudsman pathway for escalated complaints.

Step 1: Raise the Issue Directly with Your Landlord

The first step in any dispute is to contact your landlord or their property management team directly. Report the issue in writing — by email or letter — so you have a clear, dated record. State the problem clearly, reference any previous conversations, and give a reasonable deadline for a response. Most social landlords have a formal repairs and complaints line, so make sure you use the correct channel and keep a note of any reference numbers you are given.

Step 2: Make a Formal Complaint

If your landlord does not respond or fails to resolve the issue, escalate to a formal complaint. All social landlords are required by law to have a complaints procedure. Request a copy of this policy if it is not already available online. Your complaint should be submitted in writing and should clearly outline the problem, the steps you have already taken, and the outcome you are seeking.

Your landlord must acknowledge your complaint and provide a full response within a set timeframe — typically ten working days for stage one, and twenty working days for stage two.

Step 3: Escalate to the Housing Ombudsman

If your complaint has not been resolved after going through your landlord's internal process, you can escalate it to the Housing Ombudsman Service. This is a free, independent body that investigates complaints against social landlords in England. The Ombudsman can order your landlord to carry out repairs, issue an apology, or pay you compensation.

You can submit a complaint online at housing-ombudsman.org.uk. You do not need a solicitor and there is no cost to you as a tenant.

Step 4: Contact Your Local Council or MP

If your complaint involves serious disrepair or unsafe living conditions, you can also report the issue to your local council's Environmental Health team. They have the power to inspect the property and issue enforcement notices. Your local MP can also be a powerful advocate — they can raise issues directly with housing providers on your behalf.

Whatever the outcome, consider leaving an honest rate and review of your landlord or property manager on our platform. Your experience — whether positive or negative — helps other social renters make informed decisions and contributes to the wider satisfaction measures that hold landlords to account.

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