Make a complaint

If you're unhappy with our service and you would like to make a complaint, you or someone acting on your behalf should contact your housing officer or property management officer (PMO).

Alternatively, you can complete and submit the contact form selecting "Complaints" from the options.

We aim to contact you to acknowledge your complaint within two working days, followed by an official written response  to your complaint within 10 working days (written responses can be translated into a preferred form or language on request).

If you aren't satisfied with the outcome of your complaint, you can ask for it to be reviewed. We will ask two people who haven't been involved in your complaint to tell us if we went wrong, as well as recommending steps we should take to resolve your complaint. We aim to review your complaint within 20 working days.

Going to the Housing Ombudsman

If you've been through our complaints procedure and are still unhappy, you can refer to the Housing Ombudsman Service which was set up to resolve disputes involving the tenants and leaseholders of social landlords. The service is free, independent and impartial.

You should be aware however, that in the majority of cases the Housing Ombudsman will only consider a complaint once it has been through our internal complaints procedure.

You can contact the Housing Ombudsman Service at:

Your questions answered

  • Who can I expect to respond?

    Your housing officer/PMO will be responsible for responding to your complaint.

    If you complaint is about you housing officer/PMO, you should make your complaint using the contact form and it will be dealt with by a manager.

  • What is a complaint?

    We consider a complaint to be any dissatisfaction our customer feels about an aspect of our service or service failure. It could be that:

    • We have failed to respond to your initial enquiries 
    • Our staff were unhelpful or were not polite 
    • We have failed to meet one of our customer service promises 
    • We gave unclear, misleading or unsuitable advice 

    There are some issues that we don't consider to be a complaint, such as reporting a repair for the first time or reporting anti-social behaviour (ASB). 

  • Are there other ways for me to help improve your service?

    We offer a range of different ways for residents to get involved in influencing the way we run our services and measuring how well we are doing.

  • I want to take my complaint straight to the Housing Ombudsman

    In order to make a complaint to the Housing Ombudsman, you will first need to go through our complaints procedure.

    You also need to wait eight weeks after receiving your final written response to your complaint before you can contact the Housing Ombudsman, otherwise they will direct you back to us.

  • Are there other types of Ombudsman?

    Depending on the type of complaint you are raising, there may be a more suitable Ombudsman who can look into your concerns.

    If your complaint relates to one of our financial products, please refer to:

    If your complaint relates to nominations or transfers from your local authority, you should refer your complaint to:

    • The Local Government Ombudsman
      PO Box 4771
      Coventry
      CV4 0EH
      0300 061 0614
      www.lgo.org.uk

    If your complaint relates to one of our Folio (market rent) properties, you should refer your complaint to:

    • The Property Ombudsman Limited
      Milford house, 43-55 Milford Street
      Salisbury, Wiltshire
      SP1 2BP
      01722 333306
      admin@tpos.co.uk

Read our complaints policy

 

For more information about our complaints process, contact us on 0203 815 0000 or complaints@nhg.org.uk.