Complaints

At Home from Home, we want every customer to feel supported and well looked after. Sometimes things don’t go as they should, and if that happens, we want you to feel comfortable telling us.

Hearing your concerns helps us understand what went wrong and gives us the chance to put it right.

You can make a complaint in the way that feels easiest for you:

• by filling in our online form
• by calling us on 020 8472 7711
• by emailing complaintsmonitoring@hfhhousing.org
• or by visiting us in person at our office.

Once we receive your complaint, we will acknowledge it within one working day, provide a response within five, and aim to resolve the matter within ten.

If you feel the issue hasn’t been fully resolved, you can ask us to review it again as a Stage 2 complaint, which we will do our best to resolve within twenty working days.

If you remain dissatisfied with the outcome of your complaint at this stage, you are encouraged to bring your complaint to the attention of the Housing Ombudsman for an independent review.

Our promise is to treat every complaint with care, to keep you informed, and to do all we can to reach a fair outcome.