Our approach to complaints

We believe complaining shouldn’t be difficult so you can do this by phone, email, or letter. If things go wrong with our service, our dedicated complaints team will respond quickly and effectively to put things right. They’ll investigate and respond to all complaints within 10 working days.

If you'd like to raise a complaint, please get in touch.

  • Call 0800 0322 2433 on weekdays from 8am-5pm
  • Write to us or make an appointment for a face-to-face meeting at 8 Waldegrave Road, Teddington, Middlesex TW11 8GT
  • Email [email protected]

The Housing Ombudsman Service

The Housing Ombudsman is an independent body that reviews housing complaints. We work in line with their Complaint Handling Code, which sets out good practices so landlords can respond to complaints effectively and fairly.

The key areas in the code we're committed to follow are:

  • Providing our customers with the universal definition of a complaint.
  • Providing easy access to our complaints policy, and making customers aware of it, including their right to access the Housing Ombudsman Service.
  • The structure of our complaints procedure.
  • Ensuring fairness in our complaints handling, with a customer-focused process.
  • Taking action to put things right and providing appropriate solutions.
  • Creating a positive complaints-handling culture through continuous learning and improvement.
  • Demonstrating learning in our annual report.
  • Completing the annual self-assessment against the Code.

There's always room to improve even further, so we regularly complete a self-assessment against the Complaint Handling Code, to see how we’re performing. You'll find our most recent self-assessment below. 

You're entitled to contact the Housing Ombudsman at any stage throughout the complaints process - however, we're confident we'll be able to resolve your complaint within our process. If you do choose to contact the Housing Ombudsman, you can call 0300 111 3000 or email [email protected]. Investigations take six months on average.

Make Things Right

The government's Department for Levelling up, Housing and Communities has launched the Make Things Right campaign, which provides information on how to raise an issue or make a complaint. Find out more here.

Our complaints policy Awaiting approval by our Service Delivery and Transformation Committee and Customer Scrutiny Group. pdf | 0.1 MB
Complaint Handling Code self-assessment November 2023 pdf | 0.2 MB
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