The House of Commons Library has released a report entitled ‘How can homeowners in England resolve housing complaints?’

It can be seen here, and in summary:

1. Start with the organisation involved

• Use their formal complaints procedure.

• Many issues are resolved at this stage.

2. Escalate if unresolved

• Contact an independent ombudsman (if one exists).

• Check if the business belongs to a professional body offering dispute resolution.

3. Consider legal action

• As a last resort. Seek legal advice first.

• Visit Advicenow or see the Commons Library briefing on Legal help: where to go and how to pay.

Specific Complaints

🏠 Estate Agents

• Must join The Property Ombudsman or The Property Redress Scheme.

📑 Solicitors/Conveyancers

• Contact the Legal Ombudsman.

• The Solicitors Regulation Authority (SRA) handles misconduct.

⚠️ Unfair Trading

• Enforced by Trading Standards under the Consumer Protection from Unfair Trading Regulations 2008.

🏗 New-Build Homes

• Defects in first 2 years: developer responsible.

• After 2 years: check your warranty (e.g. NHBC Buildmark).

• Can escalate via Consumer Codes or Financial Ombudsman if needed.

• A statutory New Homes Ombudsman is being introduced.

🏢 Leaseholders (including shared owners)

• Use the managing agent’s redress scheme.

• Most disputes go to the First-tier Tribunal (Property Chamber).

• Housing Ombudsman covers social landlords (not all service charge issues).

🧓 Retirement Housing

• Look for membership of ARHM and use their complaints process.

🏘 Freehold Homeowners

• Currently limited statutory rights – improvements coming via the Leasehold and Freehold Reform Act 2024.

• May complain via a redress scheme if a managing agent is involved.

🚫 Anti-social Behaviour

• Depends on the situation and who is involved.

• See Commons Library briefings on this topic.

🛖 Park Home Residents

• No redress scheme yet.

• Disputes go to the First-tier Tribunal or local authority.

• Can escalate to the Local Government and Social Care Ombudsman.

More Help

• LEASE – advice on leasehold and park homes.

• Citizens Advice – general consumer rights.

• HomeOwners Alliance – housing guides and tips.