How to Raise a Complaint and Escalate to the Housing Ombudsman

Step 1: Contact Us

If something goes wrong or you are unhappy with any aspect of your housing, start by contacting a member of our staff. We aim to resolve most issues quickly and fairly at this stage.

Step 2: Stage 1 Complaint

Your concern will be reviewed and investigated by a member of our complaints team. We will aim to give a clear response within the timescales set out in our complaints policy.

Step 3: Stage 2 Complaint

If you are not satisfied with the Stage 1 outcome, your complaint can be escalated internally to a senior manager for a full review. This is the final stage of our internal complaints process.

Step 4: Escalate to the Housing Ombudsman

If, after Stage 2, you still feel your complaint has not been resolved fairly, you can take your concern to the Housing Ombudsman.

About the Housing Ombudsman

The Housing Ombudsman is an independent, impartial, and free service. They:

• Investigate unresolved complaints between residents and landlords.
• Make final decisions when disputes remain unresolved.
• Work with social landlords (housing associations, local authorities, ALMOs, co-operatives) and voluntary private landlords who have joined their Scheme.
• Encourage landlords to learn from complaints and improve their services.

You can contact the Housing Ombudsman directly or learn more about their role here.

We are committed to resolving complaints fairly and transparently. The Ombudsman exists to provide an independent check and ensure your concerns are properly addressed.