Our complaints process

As a large housing organisation handling hundreds of thousands of enquiries each year, we accept we sometimes get it wrong and don’t meet the high standards we set ourselves.

This can result in a complaint.

To comply with the Housing Ombudsman Service, we use the following definition of a complaint:

An expression of dissatisfaction, however made, about the standard of a service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting and individual resident or group of residents.

We encourage you to get in touch with us about anything you’re not happy with as we can use this information to learn and understand where we’ve got things wrong and look to improve the situation.

If you have an advocate or someone to help you, that's fine. They can contact us on your behalf – so long as you tell us they can.

You can get in touch with us by telephone, using our online services and Apps or in writing. Our contact details can be found here.

Complaints help us learn and understand where we’ve gone wrong. We can then change how we work to make sure we don’t make the same mistake again. You also can trust us to take your feedback and use it to make us better.

We have carried out a Self Assessment against the Housing Ombudsman’s most recent updates to their Complaint Handling Code.

Read our Self Assessment for 2023/24

Read our Annual Complaints Performance and Service Improvement Report

You can also find more information about our approach to complaint handling in the following publications:

The Government provide some helpful guidance on the steps to take to resolve a housing issue with your landlord. More information can be found here on the Social Housing complaints website or by watching the video below.

We’re making improvements to our services

We know some of our services aren’t yet reaching the levels we’d like, or our residents expect.

Following our merger, we’ve been working hard to integrate our teams and IT systems to improve our services.

You can find out more about the specific improvements we’re making to our services here.

What to do if we’re unable to resolve your complaint?

You can contact the Housing Ombudsman at any time during the complaint process for help and advice on whether our actions are fair and reasonable.

If you remain dissatisfied with our response you can go direct to the Housing Ombudsman Service and they may be able to investigate how we dealt with the matter. The contact details for the Housing Ombudsman Service are:

Online complaint form: www.housing-ombudsman.org.uk/residents/make-a-complaint/
Phone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Postal address: Housing Ombudsman Service, PO BOX 1484, Unit D, Preston, PR2 0ET

Read more about the Housing Ombudsman Complaint handling code and scheme.

Our performance

We've been busy surveying residents to find out how they feel about our services - from repairs to safety, neighbourhood management, complaints and more.

It's all part of the new Tenant Satisfaction Measures, introduced by the housing regulator last year.