Complaints, comments and compliments

Taking your complaint further

We value what you tell us about our services – whether these are compliments about what we are doing well, or comments that can help us do things better.

Complaints

If there is something you’re not happy with we will try to sort it out straight away. But if we can’t do this, we have a formal process for handling your complaint.

Please contact us and give as much information as possible

There are two possible stages.
Our complaints co-ordinator will acknowledge all complaints in writing within three working days.

Stage ①

One of our officers will look into your complaint. They will speak to you on the phone or face-to face, to find out exactly why you feel things have gone wrong. Finally they will write to let you know the outcome.

Stage ②

If you feel your complaint has not been resolved, one of our managers will look at your complaint and they will also write to you with their decision.

Stage ③

If, after these two stages, you want to take your complaint further it can be referred to the Housing Ombudsman. They can review your complaint.
They will not accept your complaint unless you have been through our complaints procedure.

The Independent Housing Ombudsman Service:

81 Aldwych Phone: 0300 111 3000
London Minicom: 020 7404 7092
WC2B 4HN Fax: 020 7831 1942
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk