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Stage one complaint
- You'll hear from us within five working days to confirm we've received your complaint.
- We'll provide a case reference number, tell you who is handling it and let you know how long it'll take us to respond.
- If your issue can be resolved outside the complaints process we'll let you know and put you in touch with the right team to help.
- We'll look into your issue and make sure we understand your concerns.
- You'll hear from us with our response within 10 working days, including what we'll do to put things right and how to take it further if you're unhappy.
- If your complaint is complex, it might take us another 10 working days to respond. If that's the case, we'll explain why.
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Stage two complaint
- If you're unhappy with the outcome of your stage one complaint, you can ask us to review everything.
- You'll get confirmation that we've received your complaint within five working days.
- We'll make sure we've done everything to resolve your issue. Another member of our Complaints team, who wasn't involved in the first stage, will review your issue.
- You'll hear from us within 20 working days of confirming we've received your complaint.
- If your complaint is complex, it might take us up to another 20 working days to respond. If that happens, we'll explain why and keep you updated.
- If you're still unhappy, you can get in touch with the Housing Ombudsman for free and impartial advice.
Contacting the Housing Ombudsman
If you feel your complaint hasn't been resolved through our formal process, you can contact the Housing Ombudsman for support.
You can also contact them at any time during the process for independent, impartial and free advice:
💻Visit the website at www.housing-ombudsman.org.uk
📞Call on 0300 111 3000
📧Email info@housing-ombudsman.org.uk
🖊️ Write to the Housing Ombudsman Service at PO Box 1484, Unit D, Preston, PR2 0ET
You can also:
- Apply to a First-Tier Tribunal if you're a homeowner. They handle disputes about service charges and repairs
- Get advice from the Leasehold Advisory Service
- Contact the Building Safety Regulator if you think we haven't resolved your building safety concerns
Service Improvement Report 24/25
This report shows how we've used residents' feedback to make service improvements.
Complaint Handling Code Self-Assessment
We check our complaints service against the Housing Ombudsman’s Complaint Handling Code.