We take pride in providing good customer service, however, occasionally, things can go wrong. If you experience a problem, here's what to do.
How to complain
Simply contact us by your preferred method (email, web message, phone, post etc) telling us:
We ask that you tell us about any problems within eight weeks of the issue occuring.
We aim to respond to your complaint within three working days. The vast majority of problems are resolved at this point. In the unlikely event you are still unhappy, we will refer the issue to a senior manager who will investigate and respond within 10 working days. This will be our final response.
If you have been through our complaints process and are not satisfied, you have the right for your complaint to be considered by a 'designated person'. This could be a local councillor or your MP. This person can either help resolve your complaint, reject your complaint, or refer you to the Independent Housing Ombudsman. You can contact the Ombudsman direct, but must wait until eight weeks from the end of our complaints process.
Housing Ombudsman Service
Exchange Tower, Harbour Exchange Square, London, E14 9GE. Telephone: 0300 111 3000 Email: firstname.lastname@example.org
Help making a complaint
If you are not confident in telling us about your complaint, you can have a friend or family member act on your behalf. We will need your permission to share information with this person.
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