Important note

Please be aware that we are currently experiencing some intermittent technical issues with reporting repairs and complaints online. We are working to resolve the problem. In the meantime, please contact us by telephone.

Our Customer Service number 0800 783 2399
To report a repair, call 0800 783 2399

Complaints

Help us improve our services

We want to hear from you if you have not had a positive experience when dealing with us or we have made an error which has affected you. This feedback helps us to improve the services you receive.

You can make a complaint:

ONLINE
in person at your nearest local office
by telephoning Customer Services on T. 0800 783 2399.
by writing to us
by email

What to expect when you make a complaint

Your complaint may well be resolved on the day we receive it, but we may also need time to look into it.

If so, we will send you an acknowledgement within two working days and respond fully within 10 working days. We aim to resolve most complaints at this stage.

Please read our policy leaflet for more information on how to make a complaint or send us feedback.

You are entitled to escalate your complaint up to the stage of a Review panel, after which if you are still dissatisfied your complaint may be taken further.

Taking your complaint further

If you are not happy with our response to your complaint you can ask the independent Housing Ombudsman Service to consider your case.

Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN
Tel: 020 7421 3800
020 7404 7092 (Minicom)
Fax: 020 7831 1942
info@housing-ombudsman.org.uk

Get involved

Jigsaw

We want our residents to help shape our services, to have a voice in what we do and be involved in the decisions we make.

Our resident involvement programme helps to make that happen. Find out more...

Complaints service standards

We will:

make it easy for you to let us know why you are not happy with the service you have received

acknowledge your complaint within two working days, and respond within 10 working days of the date the complaint was received, or, if this is not possible, within a timescale agreed with you investigate further if you are unhappy with the way we have handled your complaint. We will let you know the outcome of the investigation within 10 working days.