Skip to main content Skip to footer

Making a complaint

Making a complaint

We work hard to give you a brilliant service


But we know that sometimes things do go wrong. If you feel like our service hasn’t been up to scratch, please let us know.

Not satisfied with something?

Contact us


Complaints must be raised within 12 months of an incident or issue arising. This is so that we can make things right as quickly as possible.

Our complaints process

What happens when I make a complaint?


Our internal complaints process has two stages. We aim to resolve your complaint quickly and fairly at stage one, wherever we can.

Watch a short video about our process or use the drop downs below for more information:

Sometimes you might need us to put something right, but not handle it as a complaint. This is called a service request. This could be a request for a repair or reporting anti-social behaviour. It may also be a query for information or an explanation. If you are not satisfied with our response or the outcome, will be given the opportunity to make a complaint.

When you get in touch, we’ll get all the details of what’s happened and ask what you would like us to do about it. We’ll acknowledge your complaint within five working days.

After investigating your concerns, we’ll write to you with the outcome and include any proposed solutions within ten working days from acknowledging your complaint. 

If you need more time, during or after the complaint, please let us know. If we need more time, we’ll let you know. We’ll also keep your complaint open until we have completed any agreed actions.

If you’re unhappy with our response at stage one, you can move your complaint to stage two. We’ll listen to what you feel has not been appropriately investigated or disagree with and work with you to understand the outcome you’re looking for. We’ll acknowledge your complaint within five working days.

After investigating your concerns, we’ll write to you with the outcome and include any proposed solutions within twenty working days from acknowledging your complaint.

Like at stage one, if you need more time,  you can let us know. If we need more time, we’ll let you know. We’ll also keep your complaint open until we have completed any agreed actions.

Here's a short video that explains how we will handle your complaint:

 

Arabic subtitles:

Bengali subtitles:

 

 


Polish subtitles:

 

Romanian subtitles:


Urdu subtitles:

 

Not satisfied with our response?

You can choose to take your complaint further


We’ll always try and resolve complaints. However, if you need extra support or advice during the complaints process, you can contact the following:

 

0300 111 3000 | info@housing-ombudsman.org.uk 

 

Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET

 

Financial Ombudsman Service 

South Quay Plaza 

183 Marsh Wall 

London E14 9SR 

0300 790 6787  

You can approach a designated person for support during any stage of your complaint. This can be a local Councillor or your local MP.

We're always looking to improve


Listening and learning from customer and colleague feedback is a great way to do this. We regularly share updates about the lessons we have learned from past complaints, as well as any actions we're taking in response to this feedback and the results of these actions. 

Our complaints performance reports


All landlords are required to evaluate their complaint handling procedures against the code and the Housing Ombudsman Service has provided a self-assessment form to support in doing this.

You can view all of our reports here.

Recite Me