How to complain
Our approach to complaints
Get in touch
We believe complaining shouldn’t be difficult. At RHP, we're committed to providing a fair, consistent, and accessible complaints service.
We define a complaint as 'an expression of dissatisfaction however made, about the standard of service, actions or lack of action by RHP'. You don't need to use the word 'complaint' for us to treat it as one.
Our complaints process
How to make a complaint
You can raise a complaint through any of the following channels:
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Phone: call 0800 032 2433 (weekdays, 8am–5pm).
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Online contact form: we'lll get back to you within five working days to confirm the next steps.
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Letter: write to us at 8 Waldegrave Road, Teddington, Middlesex TW11 8GT.
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In person: you are welcome to raise your concerns face-to-face.
You may use a representative to complain on your behalf, and reasonable adjustments are available to ensure our service is accessible to you.
Our two-stage complaints process
Our dedicated complaints team will respond quickly and effectively to put things right. At both steps of the process, we'll agree with you on what the problem is, what we're looking into, and how you want us to fix it.
Stage 1 – Your complaint is logged and acknowledged within five working days. We aim to give a full response within ten working days. If more time is needed, you’ll be told why, and any extension will not exceed ten extra working days without good reason.
Stage 2 – If you’re unhappy with the Stage 1 outcome, you can escalate. Stage 2 is acknowledged within five working days, and a final response is provided within twenty working days. Extensions may be up to twenty additional working days with explanation.
What you can expect
When things go wrong, we want to fix the problem fairly and honestly. We aim to make things right by offering:
- Clear explanations and a genuine apology.
- Quick actions to fix the mistake.
- Solutions like changing a bad decision, correcting an error, or paying you money if it's called for.
The Tenants' Champion
If you live in the borough of Richmond and rent or lease your property from a housing association, the Tenants' Champion can support you with unresolved issues.
We ask that you raise your complaint with RHP first so we can work with you on a solution. We meet weekly with the Tenants' Champion to quickly address issues, especially those affecting vulnerable customers.
The Housing Ombudsman Service
The Housing Ombudsman is an independent group that checks housing complaints. You have the right to contact them at any time while we look into your complaint, though we are confident we can fix the problem ourselves.
- Phone: 0300 111 3000
- Email: [email protected]
It usually takes about six months for the Ombudsman to look into a case.
We follow the Ombudsman’s official rules for handling complaints. To make sure we always put you first, we review our service every year to see how we can keep improving.