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How do I make a complaint?

We try hard to provide the right services, at the right time and the right place. But we also understand that there are times when you might not be satisfied. Whatever the issue, we want to resolve it as soon as possible.

You can make a complaint:

  • Online
  • By email
  • In writing
  • In person
  • By phone

What happens next?

Stage one

We’ll write to let you know that we’ve received your complaint within two working days or within four working hours if you have emailed us.

In the first instance, your complaint will be dealt with by the Service Manager who will aim to respond to your complaint within 10 working days.

If your complaint is complex and likely to take longer to investigate, we will let you know and keep you updated.

Stage two

If you’ve received our response and are still dissatisfied you can contact us again, quoting your complaint reference number. Remember to let us know why you are still unhappy. At this point a Senior Service Manager will look into your complaint.

If you’re still not happy

If you’ve gone through our complaints process and are still unhappy you can contact the Housing Ombudsman Service.

The Housing Ombudsman Service can be contacted at:
Housing Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9GE
Tel: 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)
Fax: 020 7831 1942
Email: info@housing-ombudsman.org.uk
Online: http://housing-ombudsman.org.uk/

Find full details of our complaint procedure here.


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