How Do I Fill In The Housing Ombudsman Damp Complaint Form

Check the Housing Ombudsman is the right route

Use the Housing Ombudsman damp complaint form when you’ve finished your landlord’s complaints process and damp or mould still isn’t resolved. If you’re unsure who the Ombudsman is, this guide covers completing the Ombudsman complaint form, not reporting a new repair. Rules and eligibility can change, so check the Ombudsman’s latest guidance close to the day you submit. Information only; not legal advice.

The key shift is this: the Ombudsman often assesses how your landlord handled your reports and complaint (response, follow-through, fairness), not only whether damp exists. Your strongest submission is the clearest one—easy to follow, easy to verify, and anchored to what your landlord did (or didn’t do) after you raised the issue.

Keep one “spine” in mind:

• You reported the problem and allowed access.
• You chased when progress stalled.
• You used the landlord’s complaints process (and escalated if needed).
• The issue and/or poor handling continued.

Council housing and housing association complaints

If you rent from a council or housing association, you normally complain to the landlord first, then contact the Housing Ombudsman if the complaint stays unresolved and you are ready to submit your complaint. Your form works best when it shows both the damp issue and the landlord’s handling side-by-side, using dates that match your documents.

To avoid submitting a “repairs report” instead of a complaint-handling case, split your notes into two tracks:

• Property track: – where the damp/mould is and how it changed.
• Handling track: – what the landlord booked, cancelled, promised, closed, or delayed.

A tidy evidence structure:

• Condition evidence: – labelled photos by room showing change over time.
• Contact evidence: – portal messages, emails, call notes, texts, repair logs.
• Complaint evidence: – stage responses, escalation request, final response (if issued).
• Appointment evidence: – dates offered, dates missed, who cancelled, what followed.

When to use Environmental Health instead

Environmental Health suits cases where you need an independent assessment of hazards and property condition, rather than a decision about complaint handling. It doesn’t have to be either-or.

A practical model:

• Ombudsman: often focuses on service, complaint handling, fairness, follow-through.
• Environmental Health: often focuses on property standards, hazards, enforcement.

If there’s an immediate risk to health or safety, use the most appropriate urgent route for your situation first (for example, your landlord’s emergency route and/or local authority services). Seek medical help if needed. Once the urgent risk is managed, it’s usually easier to submit a clear, dated complaint.

Eligibility & timing (quick self-check): before you draft, confirm the Ombudsman’s current rules on (a) what stage you must reach, (b) what counts as a “final response,” (c) what to do if your landlord’s process stalls, and (d) any time limits for bringing a complaint.

Do the landlord’s complaints process first

A strong Ombudsman complaint starts with a clean complaints trail: what you sent, what stage it reached, and what your landlord decided in writing. Before the Ombudsman can usually consider your damp complaint, it also helps to understand who the ombudsman is, since you’ll normally need a clear record that you completed your landlord’s complaints process—or that you tried to and it stalled. The Ombudsman often uses complaint-stage letters to see what the landlord accepted, refused, and promised to do.

Many landlords use a multi-stage complaints process (often two stages), but labels vary. Your job is to show what stage you reached using the landlord’s own wording and documents.

To reduce stress later, build a simple case file as you go: each time you take a step, save one proof item (screenshot, letter, confirmation, message).

Before you start the Ombudsman form, collect:

• Dates: – reports, inspections, works, missed visits, complaint submissions, complaint responses.
• Identifiers: – full address, landlord name, repair/complaint references.
• Your requests: – what you asked for and when.
• Landlord replies: – what it agreed, refused, delayed, closed, or ignored.

If your landlord is a housing association

If your landlord is a housing association, step one is usually making a formal complaint under its complaints policy, then escalating if the issue remains unresolved. Repairs reporting can create job numbers, but it doesn’t always create the complaint-stage trail the Ombudsman expects.

Write your housing association complaint so it later “drops into” the Ombudsman form:

• State the rooms/areas affected and main symptoms.
• State the first report date and references.
• List key events with dates (one line per event).
• Explain what went wrong in handling, plainly.
• State what you want now, as practical outcomes.

When you escalate, make it unmistakable (for example, “Please escalate my complaint to the next stage”) and save proof you sent it. If a response misses points, don’t rewrite everything—list what was missed and what remains outstanding, with dates.

If your landlord is a council

If you live in council housing, you’ll usually complain to the council first using its complaints policy, then escalate if needed. Councils differ in stage names and routing, so mirror the council’s wording when you later complete the Ombudsman form.

Pull together:

• Key dates: – first report, inspections, works, missed visits, complaints, responses.
• Core identifiers: – full address, council name, repair/complaint references.
• Your requests: – what you asked for and when.
• Council responses: – what was agreed, refused, delayed, or closed.
• What remains unresolved: – what is still happening and what is outstanding.

If your council uses an online portal, save key messages while you can. If you’re unsure what stage you reached, don’t guess; use the label shown on the letter/message and keep a copy.

Find the official online complaint form and contacts

Submitting through the right official channel prevents avoidable delays, lost messages, and “wrong team” dead-ends. If you’re wondering can the ombudsman help, the Housing Ombudsman will typically direct first-time contact to the official online complaint form, with other channels (such as phone, live chat, or post) available if you can’t use the form. Contact options and addresses can change, so verify details on the Ombudsman’s official “Contact us” page right before you submit.

Channel “rules” also change, and different teams may handle different enquiries. Use this decision rule:

• If you’re opening a complaint, start with the official form (or an official assisted route if you can’t use it).
• If you’re updating an existing case, use the method stated in your acknowledgement (and quote your reference number).

Online complaint form (first-time contact)

For a new damp or mould complaint to the Housing Ombudsman, you will usually start by completing the official online complaint form. The form commonly asks for eligibility details, landlord identity, what complaint stage you reached, and a summary of what happened.

You don’t need to upload everything you own. You need enough to prove your timeline, your complaint stages, and the handling issues you’re complaining about.

A writing approach that stays readable:

• Use dates rather than vague timing.
• Use one line per event in your timeline.
• Use the landlord’s stage labels from its letters.
• Use consistent room names across notes and photos.

If a box has limited space, write a short version in the box and attach your longer timeline as a document.

Phone, live chat, and post (accessibility options)

If the online form is hard to use, alternative channels are often available so accessibility needs don’t block your complaint. If accessibility is a barrier, state it plainly early (for example, “I need an alternative way to submit due to accessibility needs”) and ask what the Ombudsman can offer.

Important: don’t rely on contact details copied from other websites, old letters, or search results. Use the Ombudsman’s current official contact page or the details provided in your acknowledgement.

Prepare your damp and mould complaint details

Preparation turns a stressful form into a straightforward upload: one timeline, one summary, and evidence that matches both. Focus on two essentials:

1) a timeline that shows complaint stages and key actions
2) a clear description of what you saw, where it is, and how it changed

Consistency is the hidden win. A common error is a submission where your “first reported” date changes between the form box, the timeline, and the complaint letter. Pick the best-supported date and keep it consistent everywhere.

Aim for “plain description, no diagnosis.” You’re not trying to prove the technical cause of damp in the form—you’re showing what you reported and how the landlord responded.

A simple timeline you can paste into the form

A timeline turns “back and forth for months” into dated, checkable steps. Keep it landlord-focused: reports, inspections, works, missed appointments, complaint submissions, and complaint responses.

Short timeline you can paste into a form box (edit brackets):

• Reported damp/mould: [date]; [portal/phone/email]; reference: [if known].
• Inspection/visit: [date]; outcome: [what was said/done].
• Works attempted: [date]; result: [did it return/spread].
• Complaint stage one: submitted [date]; response [date]; outcome: [agreed/refused].
• Escalation/final stage: requested [date]; final response [date] or no response by [date].
• Current position: [one sentence on what remains unresolved].

Expanded timeline template you can attach:

• Property address: [your address]
• Landlord: [council or housing association name]
• First report to landlord: [date]; [method]; [reference if known]
• Inspection(s): [date]; [outcome]; [actions promised]
• Works attempt(s): [date]; [what was done]; [what changed afterward]
• Missed/cancelled appointment(s): [date(s)]; [who cancelled]; [rebook offered yes/no]
• Complaint stage one: submitted [date]; response [date]; [landlord position]
• Escalation and final stage: requested [date]; final response [date] (or no response by [date])
• Current position today: [what is outstanding and why you’re contacting the Ombudsman]

If you don’t know exact dates, use an honest approximation (“mid-March”) and keep it consistent. If you later find exact dates in letters, update your summary and timeline to match.

What to note about impacts and risk

Describe the issue clearly and proportionately using “where, what, change”:

• Where: – room names, corners, external walls, ceilings, behind wardrobes.
• What: – black spotting, brown staining, peeling paint, damp patches, musty odour.
• Change: – spreading, returning after cleaning, appearing in new areas.

Then add a brief impact note: extra cleaning, damaged belongings, avoiding a room, difficulty storing clothes, disrupted sleep. If children or vulnerable residents live in the home, state that factually without making medical claims.

Safety and privacy notes:

• If you believe there’s urgent risk, use urgent services appropriate to your situation first (landlord emergency line/local authority; medical support where needed).
• Don’t upload more sensitive medical information than necessary. A short factual statement is often enough unless you’re specifically asked for evidence.
• Redact third-party personal data in screenshots/photos (neighbours’ names, contractors’ phone numbers, unrelated addresses).

Fill in the form: what to write in each box

Clear, consistent answers win because they let a caseworker verify your story quickly against dates, stage letters, and attachments. You’ll usually get the best result when you keep answers short, consistent, and tied to evidence. Most versions of the Housing Ombudsman complaint form follow a similar flow: your details, the property, the landlord, your complaint summary, the complaint stage reached, and the outcome you want.

If you’re acting for someone else, follow the form prompts carefully. Representation can require consent/authority from the resident. Keep any authority documents ready if asked, and write the timeline from the resident’s perspective.

Typical “box mapping” (wording varies by form version):

What you’ve prepared	Often matches a form area like	What to paste/upload
Full name, contact details, address	“Your details” / “Property details”	Exact details as per tenancy/letters
Landlord name and type	“Landlord details”	Council/housing association name; any reference numbers
Your short timeline	“What happened?” / “Complaint details”	Short version in the box; full timeline as attachment if needed
Stage 1/Stage 2 letters and escalation proof	“Complaint stage” / “Final response”	Upload letters/screenshots showing stage labels and dates
Your outcome request	“What would you like to happen?”	Bullet list of practical outcomes
Photos + appointment log (small, representative set)	“Supporting documents” / “Attachments”	Clearly named files; only what adds new facts

Your details and the property details

This section removes identity friction: your name and address must match the landlord’s documents so the case can be linked quickly. Small mismatches (flat labels, building names, spelling) can cause avoidable delays.

Use the address format shown on your tenancy documents or the landlord’s complaint letters, then use the same format everywhere (form, timeline, filenames).

Step 1: Confirm your contact details

Use the phone number and email address you actually access consistently.

Step 2: Match the property address to your paperwork

Copy the exact address format from tenancy papers or complaint correspondence.

Step 3: Note any accessibility needs early

State any adjustments you need for communication, format, or response method.

Your landlord details and what you complained about

This is the main “story” field. Aim for one joined-up account that includes the damp issue, what the landlord did, and the complaint stages you completed.

Use this structure:

• What the damp/mould issue is, and where it is.
• When you first reported it.
• What the landlord did next (key dates only).
• What happened in complaint stages (dates and outcomes).
• What is still outstanding and why.

Copy/paste paragraph you can adapt:

I am complaining about damp and mould in [room(s)] at [address]. I first reported it on [date]. The landlord attended on [date] and carried out [action], but the issue has continued or returned and has [stayed the same/spread]. Before I submit your complaint to the Housing Ombudsman, I used the landlord’s complaints process: stage one submitted on [date] with a response on [date], and stage two/final response on [date], or I requested escalation on [date]. The issue remains unresolved because [repairs not completed / repeated missed appointments / case closed without a written plan / no clear next steps]. I am asking the Housing Ombudsman to consider how the landlord handled my reports and my complaint.

If you have a “promise gap” (a final response promised a visit, but nothing happened), add one dated sentence stating the promise and the gap, then attach the letter and your follow-up message.

What outcome you want

Your requested outcome should be specific, practical, and linked to what went wrong in handling.

Outcome requests that often fit damp/mould handling complaints include:

• A proper inspection and damp assessment, with findings in writing.
• A clear repair plan and schedule, including how missed appointments are managed.
• Clearer communication, including written reasons for decisions.
• A review of complaint handling if key points weren’t answered.

Avoid vague asks like “sort it out properly” on their own—define what “properly” means in steps you can point to later.

Attach evidence and avoid common submission mistakes

Your attachments should do one job: make your timeline and complaint stages easy to verify without forcing someone to decode a screenshot puzzle. Your evidence should make your story easy to verify. A well-chosen, well-labelled bundle reduces delays because it proves your dates, your complaint stage, and what your landlord decided, without forcing a caseworker to decode unlabelled screenshots.

If the online form mentions upload limits or accepted file types, treat the current form wording as the rule. Build a “priority bundle” first.

What evidence to gather before you start

The best bundles aren’t the biggest; they’re the easiest to navigate. Name files so they make sense without opening them. Your aim is to show: the problem persisted, you raised it, the landlord responded, and you completed complaint stages.

A checklist that usually works:

• Complaint correspondence: – your complaint, stage responses, escalation messages.
• Photos: – dated, labelled by room, same spot over time.
• Appointment records: – texts/emails/job numbers plus a short log.
• Inspection notes: – any findings or next-step notes you received.
• Repair actions: – work orders, job-closed messages, follow-up requests.
• Impact note: – one short paragraph on day-to-day effects.

If you must prioritise due to form limits, stage responses, your timeline, and a small set of representative photos usually carry the most weight.

Evidence	Why it matters	Where it fits
Stage responses	Proves stages and landlord position	Complaint stage section
Dated photos	Shows persistence or spread	What happened summary
Appointment log	Shows missed visits and chasing	Handling and service issues
Inspection note	Shows findings and next steps	Decisions and follow-through
Your timeline	Makes events easy to follow	Main description field

Before uploading, redact unnecessary personal data (third parties, unrelated addresses, phone numbers) and avoid sharing sensitive medical documents unless requested.

Mistakes that cause delays or confusion

Most delays come from fixable clarity gaps. Common avoidable errors:

• Missing dates: – relying on vague phrases instead of a timeline.
• Missing stage proof: – not attaching stage responses or escalation evidence.
• Unclear outcome request: – not stating what you want to happen next.
• Unlabelled files: – photos without room/date/meaningful filenames.
• Weak handling link: – describing damp but not evidencing landlord actions.
• Wrong starting channel: – using an unofficial route or the wrong contact method for first-time submission.

Final check: confirm your main summary covers (1) what happened, (2) what the landlord did, and (3) what you want now—then make sure your timeline and attachments support those same points.

What happens after you submit your complaint

After submission, keep your case moving by answering requests precisely, with the single document asked for and a clear line that links it to your timeline. After you submit, expect an acknowledgement, initial checks, and sometimes a request for clearer documents or missing complaint-stage evidence. What happens next varies, so don’t rely on fixed timelines unless the Ombudsman’s current updates say otherwise.

Your best way to keep momentum: respond to any request with the exact item asked for, plus a one-line note showing where it fits in your timeline.

Acknowledgement and initial checks

Initial checks often focus on whether your complaint is ready to be considered and whether your documents show the complaint stages you reached with your landlord. For damp and mould complaints, “ready” often means clear evidence of:

• your complaint submissions and responses, and
• the landlord’s written position at each stage.

If your paperwork is incomplete, stay factual:

• State what you submitted and when.
• State what you received (or didn’t receive) and when.
• Attach proof of chasing or escalation requests where possible.

If escalation wasn’t answered, record that as a dated fact and attach the message you sent.

How to get updates and provide more information

Use the contact route given in your acknowledgement (or shown on the Ombudsman’s official contact page). If you’re sending updates for an existing case, include:

• your name
• your case reference number
• your property address
• the single document requested (or the single new item you’re adding)

Keep it tight:

• Send the specific document requested, not a full retelling.
• Add one line explaining what it is and which timeline entry it supports.
• Share only new, relevant items (for example, a fresh stage response).

If you need to correct a detail, correct it cleanly: state the correction, state why it’s correct, and attach the supporting document.

Book Your Consultation With Sussex Damp Experts Today

If you want support, the fastest wins come from organised evidence, consistent dates, and a short summary that matches your documents line-by-line. If you are still asking can the ombudsman help, a damp complaint is easier to submit when your evidence is organised, your dates match across documents, and your summary stays linked to landlord handling and complaint stages. Sussex Damp Experts can help you organise your evidence, clarify the damp picture in plain English, and draft a concise timeline you can paste into the Ombudsman form—without promising any outcome.

You can also proceed without third-party support using the Housing Ombudsman’s official routes (online form first, with accessibility options if needed). The Ombudsman process is independent, and support from us is optional. If there’s immediate risk to health or safety in your home, use the most appropriate urgent route for your situation first, then return to the complaint steps once you’re safe.

Choose Sussex Damp Experts if you want an evidence-led damp complaint pack that’s ready to submit.