The Complaint Handling Code became statutory on 1 April 2024 and places a legal duty on landlords to comply and the Housing Ombudsman to monitor that compliance.
As a landlord, we will:
- conduct thorough investigations of your complaints
- use a two-stage complaint process with clear timeframes
- foster a culture of continuous learning and improvement in handling complaints
- ensure fairness and a resident-focused approach in complaint handling
- produce an annual self-assessment against the Complaints Handling Code
For performance and self-assessment reports see Complaints about council housing.
Before you make a complaint
A complaint is when you tell us you are unhappy with the standard of service, something we've done, or something we failed to do.
If you need to report an issue, such as asking for a repair, this is called a service request. Please see Housing repairs.
If you reported an issue to us and do not think we took the right action or responded appropriately, you can make a complaint.
You can find more detailed information and guidance at the Housing Ombudsman website:
How to make a complaint to us (your landlord)
Our online customer feedback form complies with the Housing Ombudsman's complaints handing requirements. It's the best way to send a compaint to us and you'll receive an email to confirm your submission for your records.
Please include:
- when you first reported the issue
- any actions we have taken since
- what you think we should have done
- what impact this has had on your or your household
Make a complaint using our customer feedback form
If you're unable to use the online form, here are other ways you can make a complaint:
What happens next
Once we have received your complaint, we aim to acknowledge it within 5 working days, and respond within 10 working days after that.
If the issue cannot be resolved within the timescale you will be advised of the reasons why and given a new deadline.
