Make a complaint

Most of the time, we hope you enjoy living in your home. We know, though, that at times you might need to tell people that you’re not happy. It might be because of a noisy neighbour. It might be because of something that we’ve done.

Whatever your problem, we want to resolve the situation – so you can make the most of coming home.

What is a complaint?

You can complain if you’re not satisfied about the quality or standard of a service we provide or how we’ve behaved. You might, for example, not be happy with the way we’ve handled an anti-social behaviour case. Or you may want to complain about the behaviour of one of our contractors.

Making a complaint about us

We take all complaints about our services seriously. We’ll do our best to deal with your complaint promptly, and fairly.

Before you make a formal complaint, please contact us online or phone us on 0300 123 3456 (option 2). Our specially trained Customer Care Line advisers should be able to help you out.

What happens next?

We have a formal procedure for all complaints made to us. Find out more >

What’s not covered

There’s a number of things our complaints procedure does not cover:

  • appeals against decisions made under our lettings policy;
  • everyday matters, for example, chasing a repair request;
  • making a complaint about another neighbour (please contact your local office, or find out more about neighbour disputes);
  • compensation amounts;
  • insurance claims (one a claim passes to our insurers, we have to close any related complaint pending the insurer’s decision);
  • situations where you are currently taking legal action against us (contact your local office for more information about what to do in these circumstances);
  • complaints about a service provided by a managing agent in supported housing (you will need to use the relevant managing agent’s complaints procedure);
  • complaints about a service provided by other managing agents over which we have no control;
  • if the incident happened more than three months ago, unless you have only just become aware of it.

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Making a complaint about us

We take all complaints about our services seriously. We’ll do our best to deal with your complaint promptly, and fairly.

Before you make a formal complaint, please contact us online or phone us on 0300 123 3456 (option 2). Our specially trained Customer Care Line advisers should be able to help you out.

What happens next?
We have a formal procedure for all complaints made to us. Find out more >

What is a complaint?
You can complain if you’re not satisfied about the quality or standard of a service we provide or how we’ve behaved. You might, for example, not be happy with the way we’ve handled an anti-social behaviour case. Or you may want to complain about the behaviour of one of our contractors.

Show more >

Help with your complaint

If you’re a resident of one of our support housing schemes, or you need help in making your complaint, we can help you. Please contact a member of staff at the place where you live, or at your local office.You may also be able to get advice from a tenant representative. Contact us online or call us on 0300 123 3456 and ask for information about your local tenant representative.

Complaining about a noisy neighbour

We take anti-social behaviour seriously. Find out more about how you can make a complaint about a noisy neighbour, or any other type of anti-social behaviour.