Our complaints procedure

To help us create places people are proud to call home, we always aim to provide a consistently good, local service that is accessible and easy to use. However, we recognise that sometimes things can go wrong.  

We're committed to being accountable and learning how we can do better by listening to what our residents are telling us, including through the form of complaints. 

There are some things that aren't always considered a complaint. To find out more, read our complaints policy. 

Our new complaints policy

The stages of making a complaint

When an expression of dissatisfaction is received, our customer service team will do their best to resolve the concern as soon as they are made aware. If this approach has not reached the desired resolution, or is deemed inappropriate, it will be registered and dealt with as a formal complaint.

Stage 1

We will acknowledge the complaint in writing within five working days and our service leads, with the support of our customer resolution team, will work with you to try and resolve the complaint. They will provide a full response in 10 working days of the complaint being logged. Time targets may be extended with your agreement.

Upon a response being sent, the complaint will be closed. If you’re unhappy with the outcome, you will be notified of how to progress your complaint to Stage 2. You’ll need to do this in one calendar month and normally in writing. 

Stage 2

If you’re unhappy with the outcome from Stage 1, you can ask for your complaint to be reviewed by a Head of Service and our Customer Resolution Manager. This will be reviewed and responded to within 20 working days of the complaint being escalated in writing.  

This is our final stage. However, if you’re still not happy with the outcome, you are able to submit your complaint to the Ombudsman.

Housing Ombudsman

You have the right to access the Housing Ombudsman Service and to engage with the Ombudsman Dispute Support Advisors. 

Get in touch with the Housing Ombudsman

Housing Ombudsman Code - Self Assessment form - December 2023.pdf [pdf] 296KB

Feedback form

Make a complaint

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Contact us

As per our policy, complaints can be reported in different ways by telephone, in person, a letter or digitally. 

Get in touch

We're here to help. Get in touch on 020 7780 3070 or