Complaints

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 0845 6015042.
by writing to our head office
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.

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
Email