Update: How to contact us about complaints
We are enhancing our complaints process to ensure all complaints are logged, tracked, and addressed promptly and consistently.
While we still receive emails to the complaints inbox, this is no longer the primary method for logging or managing complaints.
To avoid delays, please use the online complaints form linked below. This will log your complaint directly into our system for faster processing.
If you have already submitted a complaint by email, it will be added to your case after review.
If you need help completing the form or require reasonable adjustments, please contact our Contact Hub on 0300 123 2221.
If you're reading this page you're probably frustrated with us, so we want to share some information about our complaints process.
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, affecting an individual resident or group of residents.”
Making a complaint
If you've already raised an issue with us and it hasn't been resolved, we're here to help. You can file a complaint by completing our online form, and we will send you an automatic confirmation email once we've received it.
Please note, this confirmation is simply to let you know we have received your complaint. Once we have reviewed and logged your submission, we will be in touch again with your complaint reference number.
We encourage you to use the online form, as it's the quickest and most effective way to reach us. It helps us understand your situation and any support you might need, so we can assist you as best we can. We aim to formally acknowledge your complaint within 5 working days.
We are continuing to improve how complaints are recorded and acknowledged to ensure a more consistent and timely service.
Service request or complaint?
A service request is where you are asking us to take action for the first time. For example:
- reporting a neighbour or anti-social behaviour issue
- raising an estate issue (e.g. cleaning, lighting, grounds maintenance)
- querying your service charge statement
A complaint is where you are dissatisfied with how we have handled something, or where the issue has not been resolved. For example:
- you have reported an issue with a service but it remains unresolved
- you are unhappy with the quality of work or communication you've received
Sending your query to the correct route helps us deal with it more quickly.
For service requests or general enquiries, please do not use the complaints process, but use one of our other contact methods.
Making changes based on your feedback
Your feedback is important to us. Complaints help us identify where things have gone wrong and where improvements are needed.
We have worked with residents to update our Compensation Policy, which sets out how we put things right where service has fallen short.
Each case is considered on its individual circumstances, including the impact on you.
Please note, we do not make legal determinations on negligence, liability or discrimination, nor do we award damages in the same way as a court. This reflects the approach of the Housing Ombudsman.
If you need help please get in touch
You can either speak to a member of staff in your neighbourhood or at our offices, or:
Complaints submitted through social media will be redirected offline to ensure the protection of personal privacy.
We’ll try to help residents resolve any issues as soon as we can, so we can get back on the right track.
Support and reasonable adjustments
If you need help completing the form or require any reasonable adjustments as part of your complaint handling, please contact our Contact Hub on 0300 123 2221. We will support you to make sure your complaint is logged and progressed.
You can have an advocate
If you’d rather not make a complaint yourself, you can ask someone else to make it for you. This could be your MP, a councillor or perhaps your Neighbourhood Champion or one of our Involved Residents. If you’d like to do this, just ask us.
What happens next?
We follow a two-stage process for complaints to ensure our residents can challenge our decisions and have them reviewed.
We aim to provide regular updates, even if there's no final resolution yet, to reassure residents that we're actively addressing their concerns.
Stage 1
10 days
We'll acknowledge your complaint within 5 working days to tell you we’ve got your complaint.
We’ll investigate your complaint to find out what has gone wrong and how we can fix it. We’ll report back what we’ve found out, what we’re going to do to put it right, and we’ll say sorry.
Hopefully at this stage, you're happy with the outcome and we can close your complaint.
Stage 2
20 days
If not, we continue to the next stage. Like Stage 1, we will acknowledge your escalation to stage 2 within 5 working days.
We’ll re-investigate your complaint again and involve the next level of management, usually a Director for their perspective.
We’ll report back with what we found out, we'll say sorry, and we'll let you know what we’re going to do to put it right.
Complaint closed
By now, we hope we’ve reached a resolution and you’re happy for your complaint to be closed.
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Compensation Policy
pdf | 301Kb
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Complaints Policy
pdf | 201Kb
What if you're still not happy?
If you're not happy with the outcome of the complaint at the end of Stage 2, the next step is to take your complaint to the Housing Ombudsman.
Contacting the Housing Ombudsman
The Housing Ombudsman are there to support you if you're not happy with the outcome of your complaint with us. They will carry out an independent review of how we handled your complaint and make recommendations if we could have done things better.
You can contact them directly at any time.
- 0300 111 3000
- www.housing-ombudsman.org.uk/online-complaint-form
- Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET
- The Ombudsman also has live chat on their website
Complaint Handling Code
The Complaint Handling Code became statutory on 1 April 2024, meaning that landlords are obliged by law to follow its requirements. The Code aims to achieve best practice in complaint handling and ultimately to provide a better service to residents.
Here is our report on complaints performance as well our response to the latest self assessment
Annual Complaints and Service Improvement Report 2024-2025
Annual Self Assessment 2024-2025
Governing Body Response 2024 2025
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 [email protected].
More detail on the updated complaint handling code can be found on the Housing Ombudsman Website.
