Make a housing complaint

How to make a complaint

You can make a complaint if you believe we are doing something wrong. Your complaint should include:

• your full name, address, and tenancy reference number
• your contact details (phone and email)
• a clear description of the issue and when it happened
• any relevant evidence (emails, letters, photos, videos, call notes)
• a description of the impact on you or your household
• any steps already taken and any reference numbers
• what you want to happen (repair, apology, compensation)

Make sure you keep copies of everything you send to us.

At any point during the process you can also contact the Housing Ombudsman Service for extra help.

You can make a complaint by completing our online complaint form.

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How we process your complaint

Stage 1: Investigation and response

Acknowledgement (within 5 working days) 

You’ll receive an email or letter confirming we’ve received your complaint. A senior officer will outline the details and ask if you need any support.

Response (within 10 working days) 

The senior officer will investigate and send you a response. If needed, they can talk you through the outcome.

Delays 

If we need more time, we’ll explain why and give you a new response date (within an extra 10 working days). If you’re unhappy with the outcome, you can request a stage 2 review.

Stage 2: Further investigation

If you’re unhappy with the Stage 1 response, a director or manager (not involved in stage 1) will review your complaint.

Acknowledgement (within 5 working days) 

You’ll receive an email or letter confirming your complaint has been received and outlining the next steps.

Response (within 20 working days) 

The director or manager will investigate, which may include a home visit, and provide a written response. If needed, they can explain the outcome to you.

Delays 

If more time is needed, we’ll explain why and give you a new response date (within an extra 20 working days).

Outcome

You will receive a written response including:

• the outcome of the investigation, including the findings and reasons for the decision.
• a decision whether your complaint is upheld or not. 
• an apology if we made a mistake.
• an explanation of what changes we’re making to improve and prevent the issue from happening again, if relevant (these updates are shared in the Tenant Annual Report)

If the complaint is about officer conduct, we’ll let you know if we made a mistake, but we can’t share any action taken due to confidentiality.

Housing Ombudsman Service

The Housing Ombudsman Service is an impartial service available to all social housing residents to support them to resolve disputes with their landlord.

You can contact them using the following details: 

Email: info@housing-ombudsman.org.uk
Telephone: 0300 111 300

Or visit housing-ombudsman.org.uk for more information.

Other feedback

You can also tell us if you think we’re doing something well which gives us insight into what we’re getting right – it’s a really useful tool to help us improve. 

You can make a suggestion or give praise here by completing our online suggestions and praise form.

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