What is a complaint?
A complaint is when you tell us you're unhappy with our service, something we've done or something we haven't done. It can be about us, our teams or anyone working on our behalf and it can affect you or a group of residents.
It doesn't matter how you tell us and you don't need to use the word "complaint" for us to treat it as one.
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Contact us to sort things out
If you've got an issue, get in touch. We can often fix things like missed appointments quickly.
💻 Online
📞 Call us on 0300 123 3456
🖊️ Write to 45 Westminster Bridge Road, London, SE1 7JB
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Making a formal complaint
If you're not happy with the service you've received, you can make a formal complaint. We'll investigate the issue and work with you to put things right.
Contacting the Housing Ombudsman
You can contact the Housing Ombudsman at any time for free and independent advice.
How we're doing: Tenant Satisfaction Measures
Our Tenant Satisfaction Measures (TSMs) help us understand what we're doing well and where we can do better.
Consumer standards for social housing
The consumer standards for social housing aim to ensure you have a safe, secure and well-maintained home, with clear communication and good service from your landlord.