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How to Complain to Northern Ireland Housing Executive
The Housing Executive says you can complain by email, phone, post, its website or online form, or through the Customer Portal if you are a tenant. Stage 1 is acknowledged within 3 working days with a response aimed within 10 working days; at the final stage its Central Complaints Unit contacts you within 3 working days and aims to respond within 20 working days. If it is not put right, you can take it to the NI Public Services Ombudsman (NIPSO).
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Northern Ireland Housing Executive
How to Complain
The Housing Executive says you can complain by email, phone, post, its website or online form, or through the Customer Portal if you are a tenant. Stage 1 is acknowledged within 3 working days with a response aimed within 10 working days; at the final stage its Central Complaints Unit contacts you within 3 working days and aims to respond within 20 working days. source
When You Can Escalate
After the Housing Executive's final stage. NIPSO says you should bring your complaint within six months of completing the organisation's complaints process. Scheme: NI Public Services Ombudsman (NIPSO). source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 6 monthsGo to NIPSOFrom finishing the Housing Executive’s complaints process
Steps to Take
Step 1 of 5
If you have not already, report the problem first, for example a repair. A first report is usually treated as a service request, not a complaint.
Step 2 of 5
If it is not sorted, complain to Northern Ireland Housing Executive in writing using the route below. Say what went wrong, how it affects you and what you want done, and ask for a complaint reference. Our free letter templates can help.
Step 3 of 5
Keep a record of dates, names, reference numbers and photos. Our Evidence Timeline keeps it all in date order.
Step 4 of 5
If you are unhappy with the stage 1 reply, ask for stage 2 in writing. Check the deadline for this under Good to Know.
Step 5 of 5
If it is still not put right, take it to the NI Public Services Ombudsman (NIPSO).
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
Northern Ireland Housing Executive Complaints
Always start here, in writing.
NI Public Services Ombudsman (NIPSO)
Once Northern Ireland Housing Executive has had its chance. See When You Can Escalate under Your Rights.
Your Local Council
For homelessness, housing applications and some other housing problems. Our Council Finder takes you to the right page.
Good to Know
Small things that make your complaint stronger.
The Housing Executive says you must complain within 3 months of the event, and tell it within 3 months if you are unhappy with the stage 1 response. In Northern Ireland the ombudsman is the NI Public Services Ombudsman (NIPSO), not the Housing Ombudsman.
Put your complaint in writing and keep copies, so you can prove what you said and when.
Say clearly what you want: for example the repair done by a date, an apology, or money back for costs you paid.
Saying “I want to make a formal complaint” helps make sure it is not just logged as a request.
Consumer Protection UK is independent and is not connected to Northern Ireland Housing Executive. This guide uses information published by Northern Ireland Housing Executive and the schemes named here. All product names, logos and brands are property of their respective owners.
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Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 15 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- nihe.gov.uk/how-to-make-a-complaint Checked 15 October 2026
- nipso.org.uk/sites/default/files/2025-01/Making%20a%20Complaint%20-%20May%202024.pdf Checked 15 October 2026