My council flat is being eaten away by RATS who’ve left my home riddled in droppings – I can hear them while watching TV

• Right to repair

Social housing landlords must fix a repair within a set timescale.

This does vary from landlord to landlord, but most repairs fall into the following categories:

• Emergency - to been seen within a few hours.
• Urgent - a maximum of three to five days
• Routine - this can be a bit longer and usually varies between landlords

For example, a minor leak would be expected to be seen within three days, while major leak within a few hours.

It's up to landlords to be clear with residents about these timescales, so they can be held accountable if they aren't met.

• Neighbour problems

Problems with neighbours or anti-social behaviour can be some of the most difficult to deal with.

Many social housing residents may not know that these issues should be tackled by their landlord.

Landlords then have the power to bring in third parties such as the police to help.

• Charges

Charges are the services that residents get under a leasehold contract.

This can include a variety of things such as cleaning of communal spaces, replacing broken lights, as well as maintenance of lifts and key fob door access.

• Heat networks

Landlords must work with energy providers to ensure that there is a reliable heating and hot water supply for residents.

Richard said the Housing Ombudsmen can investigate cases where this isn't happening.

The Ombudsman said it has seen a significant increase in heating and hot water cases, with 1,600 complaints received in 2021/22 and 1,491 received up to February this year.

• Estate management

Estate management includes things such as as cleaning and repairs of communal areas, boundary issues, grounds maintenance, parking, and the general use of communal areas.

If you don't feel like your living environment is particularly well kept, you should first consult your tenancy agreement or lease to find out who is responsible for the issue.

If it's the landlord’s responsibility, you should contact them to report the issue.

The tenancy should also set out a timescale for you to hear back.

You should keep a record of any communication, written or on the phone, that you have with your landlord.

If you don't hear back, you can then make a formal complaint or contact the Housing Ombudsman.

• How to complain to the Housing Ombudsman

Before lodging a complaint with the Housing Ombudsman, you must first let your landlord know that something is wrong.

If you are unhappy with the way your landlord responds to the issue you should make a formal complaint.

Your landlord should respond to a formal complaint in writing.

If you don't get a response to the formal complaint, you can send the ombudsman a copy of the letter, who then have the power to order a response from the landlord.

If you are unhappy after completing all stages of the landlord’s formal complaint procedure, you can refer your complaint to the ombudsman.

Once the complaint has been received, it will be reviewed and assessed.

But if you want to the complaint to be investigated, you must send it within 12 months of the landlord's final response.

Once the issue has been investigated, the ombudsman will issue its findings - known as a determination.

This process varies on a case-by-case basis.

Any compensation is outlined in the determination, but this will vary depending on the circumstances of each case.

Meanwhile, if you're a private renter, here are seven rules your landlord MUST follow.