We’re listening — and we’re here to put things right.
We are committed to providing a high standard of service to our tenants and supported people. There may be occasions where you are not fully satisfied with the service that we have provided, in those cases we want to hear about it. If you feel we haven’t done what we should have, or we have let you down in some way, please talk to us.
A complaint is defined as an expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.
A service request is defined as a request from a resident to their landlord requiring action to be taken to put something right. To report a repair, call 0203 966 2320 or click here.
Often your concerns can be resolved quickly at first point of contact and you will not need to go through the formal process. However, if you wish for your concerns or dissatisfaction to be recorded as a complaint, then our colleagues will support you through this process.
You can make a complaint in any way that you choose:
Stage 1 – when you first tell us about your complaint
We will log and acknowledge a complaint within 5 working days.
We will provide a full written response within 10 working days.
Stage 2 – if you are still not happy, you can move your complaint to the next level
We will log and acknowledge this within 5 working days and respond within 20 working days.
You’ll find a full copy of the process and timescales in our Complaints Policy.
At any point of your complaint, you can contact the Housing Ombudsman Service for support or advice.
These documents have more detailed information on our complaints performance: