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:
- Housing Ombudsman Service
PO Box 152
0300 111 3000
Your questions answered
For more information about our complaints process, contact us on 0203 815 0000 or email@example.com.