Complain about us as a Landlord

If you're not happy with a service we've provided, the first thing you should do is contact Housing. 

We can often put the problem right without the need to follow the formal complaints procedure.

You can make a complaint about us as your landlord if you're not satisfied with:

• the standard of service you've been given
• actions we or those acting for us have or have not taken

If you're contacting us about something else, for example, to request a repair, or report a neighbour nuisance, we'll send it to the relevant team and will not treat it as a complaint.

How to complain

The quickest way to make a complaint is by using our online form. It's important you let us know how the problem has affected you and how you'd like us to put things right.

Please include your phone number in case we need to clarify the details of your complaint.

Make a complaint

Other ways to make a complaint

You can also make a complaint:

• by email
• by telephone
• in writing

How we'll handle your complaint

We'll acknowledge your complaint within 5 working days. We have a 2-stage complaint process:

Stage 1

Complaints will be acknowledged within 5 working days. We aim to reply within 10 working days from the day of acknowledgement. If we require longer, we will let you know.

Stage 2

If you are not satisfied with the stage 1 response, we'll review your complaint at a more senior level. We aim to respond to you within 20 working days from the day of the acknowledgement. If we require longer, we will let you know.

Our corporate complaints policy

If we cannot resolve your complaint

Housing Ombudsman Service

If we cannot resolve your complaint at stage two, you can ask the Housing Ombudsman Service for a review. They are independent, impartial and free.

Visit the Housing Ombudsman Service website

Building Safety Regulator

If you're dissatisfied with our response to your Building Safety Relevant Complaint, you're entitled to refer your complaint to the Building Safety Regulator.

Contact the Building Safety Regulator

Complaints performance and service improvement

Each year, we report on:

• the type of complaints we've received
• how far we've met our timings for responding to complaints
• what we've learnt from these complaints and how we're improving our service

We also share decisions we've received from the Housing Ombudsman that year.

Annual complaints performance and service improvement report

Governing body response to the annual report

Related documents