If you rent your home from a social landlord (like a housing association), and something is wrong with your home, here’s what to do:
Ask for a repair first
If something in your home is broken or not working (like heating, windows, or plumbing), you need to tell your landlord first. This is called a request for service.
Each landlord has their own way to report problems. You can usually do this on their website.
Here are some examples:
- Cornwall Housing
- LiveWest
- Ocean Housing
- Sanctuary Housing
- Coastline Housing
- Guinness Partnership
- Mears
- Cornwall Rural Housing Association
- Hastoe Housing
- Westward Housing Group
Still not fixed? Make a complaint
If your landlord doesn’t fix the problem or takes too long, you can make a formal complaint. This means you are unhappy with how they handled your request. You can usually do this on their website too.
Clearly explain:
- What the issue is
- When it started
- What steps have already been taken (previous reports, conversation, emails)
- Any responses you have received
- How this has affected you
Include dates, names of staff (if relevant), and attach evidence (photos, emails, letters, etc) if possible. Be specific about what resolution you are seeking.
Ask for help from your local Councillor or MP
If your complaint doesn’t work, you can ask a local councillor, MP, or tenant panel to help. They can:
- Help you write your complaint
- speak to the landlord for you
- Go to meetings with you
- Help you understand your rights
You can find your local Councillor or MP online.
Contact the Housing Ombudsman
If nothing else works, you can contact the Housing Ombudsman. They are free and help people who rent from housing associations or councils.
Call: 0300 111 3000
Website: https://www.housing-ombudsman.org.uk
You can also contact the Private Sector Housing Team which carries out the Environmental Health in Housing element within Cornwall Council.