Peabody in the news

We want to improve the quality and speed with which we respond to complaints so we’re changing the process.

From 3 October, when you make a complaint about a repair we will:

  • Refer your case to a case manager who is best placed to address and put right your concerns
  • Give you a clear action plan with a deadline
  • Ensure that responses are sent on time
  • Ensure that you are better informed of the complaint procedure and understand our escalation processes

We believe that these changes will reduce the time taken to resolve your complaint, improve communication between us, and help us to monitor complaints better so we can anticipate issues.

Complaints received about other areas of our work will follow this process by the end of the year.

So how do I make a complaint?

There is no change here. You can still report your complaint via this website, email, phone 020 7021 4444 or 0800 022 4040 (free from landlines) or write to us at:

45 Westminster Bridge Road

We will always try to resolve your complaint as quickly as possible and use your feedback to review and improve our services.