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:


  • What the problem is, giving details where possible, such as dates and names
  • What you would like to see happen next
  • How best to contact you


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 our customer experience team who will investigate and respond within 10 working days. This will be our final response.

Still unhappy?

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

Housing Ombudsman Service

PO Box 152

Liverpool L33 7WQ

Telephone: 0300 111 3000


To see a copy of our self-assessment against the Housing Ombudsman's complaint handling code, please click here.


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.