Our complaints procedure does not normally deal with:

• appeals against decisions made under our lettings policy,
• everyday matters such as chasing a repair request (contact your regional office)
• complaints by one tenant about another tenant (contact your regional office for advice on neighbour disputes)
• compensation amounts
• insurance claims (once 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.  More information about what to do in these circumstances is available from your local office
• complaints about a service provided by a managing agent in supported housing (you will need to use the managing agent's complaints procedure).
• We normally do not open new complaints for things that happened over 3 months ago, unless the complainant has only just become aware of it.

If another organisation is providing you with a service on behalf of Family Mosaic you should use that organisation’s complaints procedure to try to resolve the problem.

You should use our procedure where Family Mosaic is directly responsible for the delivering the aspect of the service you are complaining about, e.g. maintenance, or where you have found it difficult to pursue the complaint using the agent's complaints procedure.

Continue to Help with Complaints >>