Accepting redress and compensation
If you have received an offer of redress or compensation from us in your final response letter, accept compensation using our online form.
You have up to 6 months to accept your compensation from the date offered on your final response letter.
Complaints policies and performance
These policies set out our approach to dealing with dissatisfaction with our services and our approach to compensation payments.
Read our complaints performance for information on how many complaints we’ve received.
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 by a secondary Complaint Coordinator and moved to stage 2. Escalate your complaint from stage 1 to stage 2 online.
Information on how to have your complaint reviewed is in your stage 1 final response letter.
- We’ll send you the contact details of the person handling your stage 2 complaint within 5 days of receiving your review request.
- 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 refer your complaint to the Housing Ombudsman Service to review once you have received your Stage 2 Final Response Letter.
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