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When everyone has a home

Housing advice for Northern Ireland

Complaining about the Housing Executive

If you can't sort out a problem by speaking to staff at your local office, you can use your landlord's formal complaints procedure. There are two stages to the complaints procedure. You can take your case to the NI Public Services Ombudsman if you aren't happy with how the Housing Executive or your housing association handled your complaint. 

Challenging a housing benefit decision

You may be able to challenge or appeal a housing benefit decision if you think it is wrong or unfair. This can be a complicated process so it's best to get help from an advice agency.

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Challenging a negative decision on homelessness or suitability of accommodation

You can ask for a review of certain decisions made by the Housing Executive.  

A review means that a more senior member of staff checks the original decision. They can 

  • agree with the original decision, or 
  • change the original decision.  

It's best to get an adviser to help you ask for a review. 

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Complaining about NIHE repairs

You can complain if the Housing Executive refuses to carry out repairs which it is responsible for or if you are unhappy with the standard of work carried out.

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Complaints procedure

You can make a formal complaint if you are unhappy with a decision the Housing Executive has made or how the Housing Executive has treated you or your case. You need to use a different procedure to challenge a housing benefit decision, challenge a decision about your homelessness or appeal a decision to end your introductory tenancy.

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Complaining to the Ombudsman

The Northern Ireland Public Services Ombudsman is there to make sure the service provided by public bodies in Northern Ireland is fair and efficient. You can complain to the Ombudsman if you believe the Housing Executive or your housing association has handled your case poorly or treated you unfairly.

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