How to complain

We believe complaining shouldn’t be difficult so you can do this by phone, contact form, 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 ten working days.

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

• Call 0800 032 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.
• Contact us by completing a contact form and we’ll get back to you within five working days to confirm next steps.

The Tenants’ Champion supports tenants and leaseholders who rent or lease their property from a housing association. If you live in the borough of Richmond, you can contact them about any unresolved issues. We just ask that you raise any complaints with us first so we can work with you on a solution.

We meet fortnightly with the Tenants' Champion and work closely with them to quickly address issues raised through their service, especially when raised on behalf of our vulnerable customers.

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.