Make a complaint
We are committed to providing a high-quality service to our customers, but we accept that from time to time we may make mistakes.
We take all complaints seriously and a senior manager will review each one to make sure we deal with them consistently and effectively.
We don’t want to make the same mistake twice and will use your comments to continually improve our service.
Below you can find out how you can contact us and how we will deal with your complaint.
When should I use the complaints procedure?
If you are not happy with the service you receive please let us know.
However, before using our formal procedure it may be easier to solve your complaint by speaking to a member of staff in the department you are not happy with, or their team leader. If you are not satisfied, you can then make a formal complaint.
Who can use this complaints procedure?
You can use this complaints procedure if you receive a service from us, for example if you apply to us for a service, live in a home we own or have bought your home through us.
Someone else can use our complaints procedure to complain on your behalf, for example, a residents' association, MP or Citizens Advice Bureau.
How can I make a complaint?
- call us on 0800 015 6536
How can I get independent advice?
If you want independent advice about your complaint you can contact the following organisations:
Citizens Advice Bureau
Phone: 020 8333 2181
Websites: Citizens Advice Bureau and Advice Guide
Advice Guide
Website: Advice Guide
They provide free, confidential and independent advice. You can find your local office on the websites shown above or in the local phone book.
Solicitors Online
Phone: 0870 606 6575
Website: Solicitors Online
Solicitors-Online is run by the Law Society, it provides a free service to help you find specialist solicitors.
Community Legal Service
Phone: 0845 608 1122
Website: Community Legal Service
This is a free service set up to help people find the right legal information and advice.
What if I need help making a complaint?
If you cannot make the complaint yourself, or simply want support from other people, please ask a friend, carer or other representative to help you.
The Housing Corporation also provides guidance on how to make a complaint. You can find this guidance on their website: Housing Corporation.
A summary of our complaints procedure
Before making a formal complaint it is advisable to phone the manager or supervisor of the appropriate department, who can often sort out simple mistakes or misunderstandings straight away.
If you are not satisfied, please make a formal complaint using the procedure above.