How we deal with complaints

To find out more about our complaints process, please read below.

Let’s Sort It

All complaints will go through the Let’s Sort It stage of our process.  This means that the member of staff best placed to deal with your complaint will contact you within 5 days of receiving your concerns.  They will agree an action plan and timescale with you.

Once that person has investigated and offered a solution to your concerns we will close your complaint. However, if you are dissatisfied with the way your concerns have been investigated then you can ask for your complaint to be escalated to the review stage.

Review stage

The Manager of the service you are concerned about will look at the way your complaint has been dealt with.  They will check that we have followed our policies and procedures to resolve your complaint and let you know the outcome of their review.

If you are still unhappy with the response, your complaint may be escalated to a Senior Manager and then a panel of 3 Board members.  This final stage of our process is only available to our tenants, leaseholders, shared owners and housing applicants.

Designated Persons and the Housing Ombudsman Service

After the panel the customer has the right to escalate their unresolved complaint to a designated person such as their MP or local Councillor.  They could also consider approaching the Housing Ombudsman Service.  

The Housing Ombudsman Service will only consider complaints after we have fully investigated them at all stages of our process.

Housing Ombudsman Service

Exchange Tower
Harbour Exchange Square
London
E14 9GE

Telephone: 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)

Email: info@housing-ombudsman.org.uk