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Complaints and Compliments

If you receive a poor service, then please tell us about it so we have the opportunity to put things right. We greatly appreciate your time and use any feedback as an opportunity to improve our services.

If you have any complaints, compliments or feedback for us, please contact us first. We’re always listening and ready to work hard to resolve your concerns. 

If we are unable to resolve your problem we will acknowledge your complaint by contacting you within three working days and then issue a response to your complaint within ten working days. Sometimes it is not possible to completely resolve a complaint within ten days but we will always be clear about how we intend to sort out the problem and how long it will take.

Complaint form

What is a complaint?

  • you feel unhappy about a service we have provided and this is not the first time you have reported it to us
  • you feel you have not been treated fairly and in accordance with PA Housing’s policies, or
  • you feel dissatisfied about the way you have been treated by us or the way a member of staff has behaved.

Key information

Our complaints policy explains the complaints process in detail.

We really want you to tell us what you think, good or bad, as without your feedback it can be difficult for us to make sure we're continually improving our services.  Please get in touch and let us know.

Complaint Policy

Do you live in the London Borough of Richmond?

If so, you can access their Tenant's Champion service.  Whether you're a tenant or leaseholder who rent or lease your home from a Housing Association in the borough they can offer you help and support if you need to complain.

Sometimes things don’t get resolved to your satisfaction then the next step is to contact your Councillor. However, some issues may be more complex, or be something that keeps occurring, or may affect many people - and it is here that the Tenants’ Champion can help.

Find out more

This service is only available to customers living in the London Borough of Richmond

The Tenant's Champion service has published their Annual Report for 2019-2020 showing how they've helped residents of PA Housing and other social housing providers in the borough of Richmond with any issues they may have been having.

Read the report

If we are unable to resolve your complaint, you may be able to take your complaint to the Housing Ombudsman:

The Housing Ombudsman Service is set up by law to look at complaints about housing organisations that are registered with them, including housing associations and local authorities.

You can contact the Housing Ombudsman Service at any point during the complaint process using the details below.  You will also find more information on their website.

Housing Ombudsman Service
PO Box 152
Liverpool L33 7WQ

0300 111 3000

Complaint Handling Code

The Housing Ombudsman has introduced a complaint handling code to provide good practice for landlords. The aim is to improve awareness, greater access and response times and to support and enable landlords to respond to complaints effectively and fairly.

PA Housing have been asked to self-assess our complaint service against this code.

View results

We can answer “yes” to most of the questions which is very positive, however from this and our work over the last year, we know there are some key areas we need to improve on. This work has allowed PA Housing to improve our complaint handling, learn from the feedback and review the way we work to create a positive complaint handling culture. We have further plans in place for this and we will be talking more to residents about this in the new year.

If you have any feedback about this self-assessment or would like to get involved in reviewing our complaint process, please let us know by emailing

Click Here to view the the full code.

If you receive poor service, then please tell us about it so we have the opportunity to put things right. We greatly appreciate your time and use any feedback as an opportunity to improve our services.

Give us a compliment

Have you spoken to a member of our team who knocked your socks off with their customer service skills?  Has your Neighbourhood Coordinator saved the day?  Or perhaps you simply wanted to say thank you to someone.

The form below is a great way of sharing your positive feedback with us.

Compliment feedback

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