Making it right: handling complaints with care

Published: 22/03/2024

Making it right: handling complaints with care

We understand that sometimes things don't go to plan with our service. But we're committed to making it right, every step of the way.

How to complain

Contacting us directly is always the quickest way to get things sorted. We're here to help, so if you have a complaint, please let us know about it. We'll respond clearly with no jargon, discuss what's happened, and put a plan in place to make things right. We'll aim to resolve your complaint in ten working days. If we can't do this, we'll explain why and update our timescale. 

Call us: 0800 0322 433, weekdays, 8am to 5pm

Write to us: 8 Waldegrave Road, Teddington, Middlesex, TW11 8GT

Email: [email protected] 

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 practice so landlords can respond to complaints effectively and fairly.

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 2000 or email [email protected]. Investigations take six months on average.

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