Reporting a problem with your housing association home

If you rent your home from a housing association and are having problems, find out who to contact and what steps to take.

If you have a problem with your housing association home, contact your housing association first. They are responsible for managing your home, including repairs, services and complaints.

If you are not sure who your landlord is, check your tenancy agreement or recent correspondence.

Housing associations are independent of the council and manage their own homes and services.

Find your housing association

These are some of the main housing associations operating in Elmbridge:

This is not a full list. Smaller or specialist providers may also operate in the borough.

If your problem is not resolved

You should follow your housing association’s complaints process if your issue is not resolved.

You can also contact the Housing Ombudsman Service for advice and support. In most cases, the Ombudsman will expect you to have completed your landlord’s complaints process before they formally investigate your complaint.

Housing Ombudsman Service

The Housing Ombudsman Service is a free and independent service for social housing residents. It investigates complaints about housing organisations, including housing associations and local authorities.

To contact the Housing Ombudsman Service:

complete the Housing Ombudsman online complaint form
call 0300 111 3000
write to: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET

Find out more on the Housing Ombudsman Service website.

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