If you’re already in touch with us about an issue, you can follow it up with our team.
We’re sorry if you’re not happy with the service you’ve received. If you want us to formally investigate what’s happened, you can make a complaint.
We use complaints and resident feedback to understand what has gone wrong and improve our services.
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Need to follow up an existing issue?
If you've already contacted us and would like to follow up, you can do it easily online.
You can also call us on 0300 123 3456, start a live chat or write to 45 Westminster Bridge Road, London, SE1 7JB
Stage One
We’ll acknowledge your complaint within five working days. We’ll also confirm what we understand it to be about, give you a reference number and let you know who is looking into it.
We’ll investigate what’s happened and send you a written response within 10 working days of acknowledging your complaint.
Our response will explain what we’ve found, our decision and the reasons for it. If something has gone wrong, we’ll tell you what we’ll do to put it right. We’ll also explain how you can ask us to look at your complaint again if you’re unhappy with our response.
If we need more time because your complaint is particularly complex, we’ll explain why, tell you when you can expect a response and keep you updated.
Stage Two
If you’re unhappy with all or part of our Stage One response, you can ask us to review your complaint at Stage Two.
We’ll acknowledge that request within five working days.
A different member of our Complaints team (who was not involved in the Stage One decision), will review your complaint and our response.
We’ll send you our final response within 20 working days of acknowledging your Stage Two request. We’ll explain our decision, the reasons for it and anything further we’ll do to put things right.
If we need more time because your complaint is particularly complex, we’ll explain why, tell you when you can expect a response and keep you updated.
If you’re still unhappy after our Stage Two response, you can ask the Housing Ombudsman to look at your complaint.
How to make a complaint
If you’re unhappy with the service you’ve received from us, you can make a formal complaint using our online form.
You can also call us on 0300 123 3456 and a member of our contact centre team will log your complaint for you.
Want to take things further?
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 Housing Ombudsman website
📞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
- Find out more about our process from the complaints and compensation and remedies policy guides
- 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
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.