These policies set out our approach to dealing with dissatisfaction with our services and our approach to compensation payments.
If our response to your complaint is not satisfactory
If you feel we haven’t addressed your issues, or you have more evidence we have not considered, you can have your complaint reviewed and moved to stage 2.
- We’ll send you an acknowledgement with confirmation of the person handling your stage 2 complaint, and their contact details, within 5 days of receiving your request for your complaint to be moved to stage 2.
- If we cannot respond within 20 working days, we’ll let you know and get in touch to discuss a new response time.
- We’ll send you our final response. This means you’ve come to the end of our process and your complaint is closed.
If our final response is not satisfactory
If you’ve received our final response and are still not satisfied, you can ask a Designated Person (your local MP or Councillor, or a designated Tenant Panel, where one exists) to help you, or refer your complaint to the Housing Ombudsman Service to look at your complaint.
The Housing Ombudsman resolves issues between landlords and residents. The service is free and the Ombudsman carries out its investigations fairly and without taking sides.
Contact the Housing Ombudsman
Complain online: online complaint form
Calling: 0300 111 3000
Housing Ombudsman Service
PO Box 152