Complaints process
We follow the Housing Ombudsman’s Complaints Handling Code. Each housing provider:
- has a clear complaints policy
- reviews their process every year to make sure they still meet the code.
Complaint Process
All housing complaints go through two stages:
Stage 1 – Investigation
- We collect evidence and speak to everyone involved
- You’ll usually get a response within 10 working days
Stage 2 – Review
- If you're not happy with the response, you can ask for a review
- A senior manager will look at your complaint
- You’ll usually get a response within 20 working days
Contacting the Housing Ombudsman
If you're still not satisfied, you can contact the Housing Ombudsman Service. It’s free, independent, and helps resolve complaints fairly.
You can contact them at any time during the complaint process.
How to Contact the Housing Ombudsman
- Online: https://www.housing-ombudsman.org.uk/residents/make-a-complaint/
- Phone: 0300 111 3000
- Email: info@housing-ombudsman.org.uk
- Post: Housing Ombudsman Service PO Box 1484, Unit D Preston, PR2 0ET