Guides › Rent and Deposits › Shared Ownership and Leasehold: Who to Complain To
Shared Ownership and Leasehold: Who to Complain To
The Housing Ombudsman can look at how a social landlord handled a service request, including from shared owners and leaseholders of social landlords. It cannot look at service charge levels, lease extensions or lease breaches: those go to the First-tier Tribunal (Property Chamber). New-build developer complaints go to the New Homes Ombudsman.
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Where to Go
Can Look At
The Housing Ombudsman can look at how your landlord handled a service request, actions it should not have taken, shared owners who have staircased to 100% but are still leaseholders, and new-build or shared ownership homes where a social landlord built or commissioned them. source
Cannot Look At
It cannot look at unconnected third parties such as developers or surveyors, matters already in court, right to buy sales, a shared owner who has become a freeholder after staircasing, or conveyancing. Service charge levels, lease extensions and lease breaches go to the First-tier Tribunal (Property Chamber). Independent surveyor disputes go to RICS, mortgage valuation disputes to the Financial Ombudsman Service, new-build developer complaints to the New Homes Ombudsman, legal services to the Legal Ombudsman. source
Who Repairs What
Usually
Leaseholders and shared owners are usually responsible for walls, floors, pipes and internal central heating. Landlords are usually responsible for structure, foundations and common parts. New builds usually have a defect period of up to 24 months, and a warranty provider may offer dispute resolution in the first 2 years. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 12 monthsTo refer to the OmbudsmanAfter the stage 2 response
Steps to Take
Step 1 of 5
Check your lease for who is responsible.
Step 2 of 5
Report the problem to your landlord as a service request.
Step 3 of 5
Complain formally if the response is poor.
Step 4 of 5
Take service charge disputes to the First-tier Tribunal.
Step 5 of 5
Use LEASE or Citizens Advice for free help.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Housing Ombudsman Service
Free. After the landlord's final (stage 2) response.
Leasehold Advisory Service (LEASE)
Free, independent leasehold advice.
First-Tier Tribunal (Property Chamber)
Service charge levels and lease disputes.
Shelter England
Free advice on deposit claims and eviction notices.
Citizens Advice
Free advice on any renting problem.
Good to Know
Small things that make your complaint stronger.
Shared ownership rules such as staircasing are in your lease: ask the landlord or LEASE.
Scotland, Wales and Northern Ireland have different housing rules.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
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: 14 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
- housing-ombudsman.org.uk/centre-for-learning/fact-sheets/how-the-ombudsman-can-help-leaseholders-and-shared-owners Checked 14 October 2026
- housing-ombudsman.org.uk Checked 8 October 2026
- lease-advice.org Checked 8 October 2026
- gov.uk/courts-tribunals/first-tier-tribunal-property-chamber Checked 8 October 2026
- england.shelter.org.uk/housing_advice/tenancy_deposits/check_your_tenancy_deposit_is_protected/deposit_not_protected Checked 12 October 2026
- citizensadvice.org.uk Checked 8 October 2026