Complaints process
Social housing complaints are dealt with following the Housing Ombudsman Complaints Handling Code. Each of our housing providers:
- has a clear complaints policy
- carries out an annual assessment to ensure they still meet the code.
All housing complaints follow a two stage process:
Stage 1 – Investigation
Gathering evidence and speaking to those involved in the complaint. A response is usually provided within 10 working days.
Stage 2 – Review
If the complaint is not resolved or the customer is unhappy with the response, they can ask for it to be reviewed.
The review is carried out by a senior manager and a response is usually provided within 20 working days.
The Housing Ombudsman Service
If unsatisfied with the response, customers can contact the Housing Ombudsman Service. It's a free, independent and impartial service that helps to resolve complaints.
Tenants have the right to contact the Housing Ombudsman Service at any time during the complaint process.
Contact the Housing Ombudsman Service:
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Phone: 0300 111 3000
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Postal address: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ