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What you can claim for

  1. 01Damp and mould
  2. 02Leaks
  3. 03Heating or hot water
  4. 04Electrics
  5. 05Windows or doors
  6. 06Pests
  7. 07Structure or roof
  8. 08Something else

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Report Repair · FCA authorised, FRN 830182

Independent · not part of Ongo

Ongo complaints, compensation and disrepair claims

Your options if Ongo hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.

By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Ongo repairs

Check your claim

LandlordOngo

Has Ongo been told about the repair?

Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Ongo’s repair contacts

Free to check · About 2 minutes

You can complain to Ongo, then the Housing Ombudsman, yourself for free.

Complaint or claim?

Your options if Ongo hasn’t fixed it

Claim compensation

Make a disrepair claim

A law firm on our panel takes it up with Ongo for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.

Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees

Complain

Complain to Ongo

This can get Ongo to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Ongo to put things right. In its recent decisions about Ongo, it ordered between £50 and £200 in compensation.

How to complain

You can do both: a complaint can carry on while a law firm makes your claim.

Compensation

How disrepair compensation is worked out

Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much.

  1. 01

    How long

    From when your landlord knew about it to when it was fixed, or today.

  2. 02

    How much of your home

    One room, or the whole home.

  3. 03

    How badly

    How much it affected your daily life and your belongings.

Making a claim

Claiming against Ongo

  1. 01You tell us what’s wrong and when you reported it. About 2 minutes.
  2. 02We introduce you to a law firm on our panel, with your permission.
  3. 03They write to Ongo asking for the repairs and compensation. Under the court rules for housing conditions claims, Ongo should reply within 20 working days.
  4. 04If your claim succeeds, the work is done and compensation is paid to you.

Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees

How to complain

Complaining to Ongo

Ongo has to follow the Housing Ombudsman’s Complaint Handling Code.

  1. Stage 1

    Complain to Ongo

    Investigated by the Complaints and Feedback team, with a decision aimed for within 10 working days.

  2. Stage 2

    Ask for a review

    If you’re not happy, a reply within 20 working days (the Code’s limit).

  3. Then

    Housing Ombudsman

    Independent. It can order Ongo to put things right.

Complaints pageongo.co.uk

By emailenquiries@ongo.co.uk

By phone01724 279900

From ongo.co.uk, checked 5 October 2026.

Complained and still waiting? You can start a claim while your complaint is going on.

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Ongo’s record

What the regulator and Ombudsman found

Happy with complaints28%

of Ongo tenants were satisfied with how complaints were handled in 2024/25.

Ombudsman75%

of the Ombudsman’s findings about Ongo in 2024/25 were maladministration.

Sources: Ongo tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.

Complaints against Ongo

What the Housing Ombudsman decided

Recent cases where the Housing Ombudsman found Ongo at fault over repairs, and the compensation it ordered. Every case is different.

  • How it handled repair requests. Read the decisionService failure
    £200 ordered
  • How it handled a request for repairs prior to the resident purchasing the property. Read the decisionService failure
    £50 ordered

Source: Housing Ombudsman decisions.

Has Ongo let you down too? You could claim compensation.

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Questions

Ongo complaints and claims: questions

How do I complain to Ongo about repairs?

Through its complaints page: ongo.co.uk. By email: enquiries@ongo.co.uk. By phone: 01724 279900. Say what the problem is, when you reported it, and what you want done.

How long does Ongo have to reply to a complaint?

Stage 1: investigated by the Complaints and Feedback team, with a decision aimed for within 10 working days. Stage 2: a reply within 20 working days.

Can I claim compensation from Ongo for damp and mould?

You could, if you reported it and Ongo didn’t fix it in a reasonable time. A law firm on our panel can take it up with Ongo for you.

Start your claim
Has the Housing Ombudsman found Ongo at fault?

In 2024/25 the Ombudsman found maladministration in 75% of its findings about Ongo. Recent decisions about its repairs are listed above, with the compensation ordered.

Why use Report Repair?

A law firm on our panel takes your claim up with Ongo: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Ongo on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.

See fees

Not Ongo?

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