Housing complaints team
We can help you with:
- Making a complaint
- Translating emails or letters
- Using a representative for your complaint (i.e. family members, partners, friends, attorneys, local councillors)
If this applies to you, please email us or call 023 9260 6383.
Housing Ombudsman
Whether your complaint has been sorted yet or not, you can still approach them at any point for free and impartial advice.
Visit their website or call them on 0300 111 3000.
What is the Housing Ombudsman?
It’s a legal body that handles complaints about housing organisations (like us) who are registered with them.
For example, if you submit complaint to us and it’s not resolved to your satisfaction, you might contact the Housing Ombudsman. They will then investigate, mediate, and if needed, make a decision.
Or, you can contact them earlier on in the complaints process to get free, independent, and impartial help.
They’ve also published a complaint handling code which sets out good practice for us and other social housing landlords to handle your complaints effectively and fairly.
Building Safety Regulator (BSR)
If your complaint is about a safety concern in a tall building (seven or more floors), you can take your complaint to the BSR. They exist to give you confidence in the safety of your building and can independently investigate your complaint.