Latest complaints report

15th August 2018

We know things sometimes go wrong, so we look carefully at every complaint and take steps to learn and improve from them where we can. Our latest complaints report has shown the top three areas for improvement are:

  • Housing policy (19% of complaints)
  • Communication: (17%)
  • Quality of work (15%)

Based on what you've told us, here's what we're doing:

  • The Help & Advice section of our website now features all our policies
  • We've changed our approach to how we manage customer queries, looking at how accessible our services are to customers who aren’t confident online. We’ve also written to to all customers who are registered as non-digital, letting them know about the different ways they can get in touch and help shape our service 
  • The unexpected cold snap in March had an impact on how quickly we were able to respond to boiler and gas related problems. We’ve now decided to carry gas safety checks out earlier, in the spring and summer, so we can respond more quickly to gas repairs and boiler breakdowns when the weather gets colder
  • We’ve adopted a new approach for communicating changes about parking controls, to help us understand how customers feel about it. We've learnt a ‘one size fits all’ approach isn’t appropriate

Stage one complaints are at similar levels compared to the same quarter last year. Appeal numbers are lower than the same period last year, with seven being investigated since April. Complaint response times are within target, with stage one complaints sitting at 1.2 days, and appeals 2.3 days.

Your options

If you’re not happy with our service, we’ll aim to put things right and resolve your issue quickly (you can expect to hear from us within two working days). If we’ve caused any problems we’ll say sorry and give you a full explanation.  If it’s going to take us a bit longer than two days to sort things out we’ll let you know. 

If you feel there are still things we need to put right, we’ll look again at your complaint. There may be some new actions we can take to move things forward. We’ll always try to reach a decision fairly. If you don’t think we’ve done this, you can ask your Ward Councillor or MP to review your query independently. If you live in the borough of Richmond, you can contact the Tenants’ Champion. For more information, visit

The Housing Ombudsman is a free, independent service that was set up to look at complaints about housing organisations. You can write to them eight weeks after you receive our response - or the Tenants’ Champion may contact them sooner, if you’re OK with this.

Housing Ombudsman Service, 81 Aldwych, London, WC2B 4HN

We’re committed to resolving your issue brilliantly and quickly online. If you need help with anything, drop us a line via the ‘contact us’ page.

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