Make a complaint
We understand that sometimes we may not get it quite right and if that happens, we will investigate what happened, listen, learn and take prompt action to put matters right.
We provide a simple, fair and consistent approach to all complaints and we use the learnings to drive service improvements across our business.
Social Housing Issue? Know your rights, know how to complain.
Everyone deserves a home that is safe, secure, and well maintained. If you live in social housing, your landlord is responsible to fixing issues, including damp and mould, leaks, broken locks or changes you need to your home if you’re disabled.
They can also help with anti-social behaviour, like noisy neighbours. Know the steps to get an issue fixed.
Step 1. Report it to your landlord. Then, if it is not fixed...
Step 2. Complain through your landlord’s complaint process, and if you’re not happy with the final response from your landlord...
Step 3. Escalate your complaint to the Housing Ombudsman.
Advice about contacting the Housing Ombudsman.
The Housing Ombudsman is impartial, will investigate fairly and can order your landlord to take action. Once the Housing Ombudsman has ruled against a landlord, they must show they are taking action within 6-8 weeks.
Last year, the Housing Ombudsman ordered landlords to pay over £1m in compensation to residents. Know your rights, visit gov.uk/social-housing