Making a complaint
Not satisfied with something?
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
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.
Customer complaints information video
Arabic subtitles:
Polish subtitles:
Romanian subtitles:
Urdu subtitles:
Not satisfied with our response?
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
The Financial Ombudsman Service
0800 023 4567 | complaint.info@financial-ombudsman.org.uk
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
0300 790 6787
Independent advice and support
You can approach a designated person for support during any stage of your complaint. This can be a local Councillor or your local MP.
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.
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.
