If you’re not happy with our response
If you’re still unhappy with our response, as a leaseholder there are several more routes available to you.
First Tier Tribunal (Property Chamber)
The First Tier Tribunal is a legal body that handles disputes relating to property and land. This includes leasehold disputes and matters relating to service charges.
The tribunal is independent and usually consists of three members:
- two professionals (a lawyer and a valuer)
- one lay person.
Although you don’t need to be represented by a lawyer at the tribunal, it’s a good idea to get legal advice before you apply.
Read a detailed guide to applying to the First Tier Tribunal.
Housing Ombudsman
The independent service that deals with disputes between landlords and tenants is the Housing Ombudsman. If you’ve already gone through our complaints procedure and are not happy with our response, the Housing Ombudsman may review your complaint.
There are a number of different ways of contacting the Ombudsman:
1. Through a designated person
If you’ve gone through our complaints procedure, you can refer your complaint to a designated person. This can be either:
- an MP
- a local councillor
- a recognised tenant panel.
The designated person can try and resolve the problem in any way they think is best. If the problem is not resolved after eight weeks, then the designated person or the leaseholder can refer the complaint in writing to the Ombudsman.
Find out more about the designated person's role.
The Ombudsman will confirm that the complaint comes under their jurisdiction. If it does, they will first try and resolve it through their early resolution process. If after a further two months there has been no resolution, they will investigate the complaint.
2. Contacting the Housing Ombudsman directly
You can also contact the Housing Ombudsman directly to ask that they consider your complaint.
Make a complaint to the Housing Ombudsman
Telephone
0300 111 3000 (Monday to Friday 9.15am-5.15pm)
Postal address
Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
You can apply to the ombudsman at any stage of your complaint.