We acknowledge that sometimes things may not go right and when this happens, we want you to tell us so we can make amends as quickly and effectively as possible and learn from any mistakes.
Although we are your landlord, all our properties are managed by our partner property managers, and as they are experts in managing your home, you should always contact them with any queries or to make a complaint about the service you have received. Our property managers’ complaints process is listed on their website, please click here to contact your property manager.
We set high standards for the quality of service that we want you to receive, however, if you are not happy with the services you have received either from us or one of the property managers acting on our behalf, we are here to listen and help.
What is a complaint?
In line with the Housing Ombudsman Code, we define a complaint as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf (including third-party property managers), affecting an individual resident or group of residents.
Making a complaint
You can make a complaint in three, easy ways:
- Complete our online form
- Email us at email@example.com
- Call us on 020 7382 0909
Our complaints procedure includes two kinds of complaints:
- Informal (Quick Resolution) complaint – these complaints do not normally require an investigation or formal letters to be sent, but will involve ensuring the problem is resolved as quickly as possible. Informal (Quick Resolution) complaints are quicker to resolve than formal complaints, and a response will be sent within 5 working days of the complaint being lodged.
- Formal complaint – refers to a complaint which requires some degree of investigation and / or follow-up, and cannot therefore be resolved on an informal (Quick Resolution) basis.
Our formal complaint process includes two stages:
- When you make a complaint, we will acknowledge it in 5 working days and contact you if we need more information.
- We will investigate your complaint, and a formal response will be sent to you within 10 working days. In our response we will inform you of our decision, the reason for reaching that decision and, if necessary, what action will be taken.
- If we cannot respond to your complaint within 10 working days, we will explain why and provide a date when you can expect to receive a full response. This will not usually exceed a further 10 working days without a good reason.
- In an exceptional circumstance, where we cannot respond to your complaint within 20 working days, we will contact you to discuss the delay and agree on a new timeframe.
- If you are dissatisfied with our response to your formal complaint in Stage 1, you can escalate your complaint to Stage 2. You will need to explain to us why you are dissatisfied with our Stage 1 response and your complaint will then be reviewed by one of our Board Members.
- When you escalate your complaint to Stage 2, our Complaints Officer will provide a written response within 10 working days of the escalation detailing how we intend to resolve the complaint.
- If more time is required, you will be informed as soon as possible of an estimated time-frame by which a decision will be made, however we aim to resolve any Stage 2 escalations within 30 working days of receiving the request to escalate.
You can find out more about how we manage our complaints in our Complaints Guide. You can also read our Complaints Policy.
The Housing Ombudsman
The Housing Ombudsman Service was set up to resolve disputes involving the tenants and leaseholders of social landlords. The service is free, independent, and impartial.
You can approach the Housing Ombudsman at any time for independent advice on your complaint.
Once your complaint has processed through our internal procedure, if you are still unhappy you can ask the Housing Ombudsman to review the complaint.
You can contact the Housing Ombudsman Service at:
Housing Ombudsman Service
PO Box 152
Telephone: 0300 111 3000
Housing Ombudsman’s Complaint Handling Code
The Housing Ombudsman has published a revised Complaint Handling Code which provides good practice for landlords on fair and effective complaint handling.
To find out how we have ensured that our policies and process are aligned with the revised code please read our Self-assessment against the Housing Ombudsman’s code.