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 12 months of the issue occurring.


We aim to respond to your complaint within 10 working days. The vast majority of problems are resolved at this point. In the event that you are not happy with our response, we will refer the issue to our Customer Experience team who will investigate and respond within a further 20 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 the Independent Housing Ombudsman. You can contact the Ombudsman at any time for impartial advice.


Housing Ombudsman Service

Housing Ombudsman Service

PO Box 1484
Unit D

Telephone: 0300 111 3000

Email: [email protected]

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.


Report a problem

Please complete and submit this form, giving as much detail as possible. You will receive an acknowledgement within five working days.

Please tell us what has happened. Include dates/names where possible.*
(Max 5000 characters)

How has this affected you?*
(Max 5000 characters)

How would you like us to resolve this issue?*
(Max 5000 characters)

What is the best way to contact you?*

Do you need a friend or family member to act on your behalf?*

If yes, please provide their name and contact details

Your Name*



Email address*

To prove you're a human, please answer this question: What is the second letter of "W-E-A-L-D"?


Thank you for submitting your complaint.