If you’re unhappy with a service, we’ll always do our best to put things right as quickly as we can.

We’ve made it easy and straight forward for you to make a complaint. You can do it in a number of different ways:

  • Visiting our My Account online portal
  • Through our Live Chat service where you’ll speak online to a member of our Customer Contact Centre
  • Calling us on 0800 432 0077
  • Emailing
  • Sending a letter to our Complaints & Resolution Service, A2Dominion, 113 Uxbridge Road, Ealing, London W5 5TL
  • Visiting one of our offices during office hours
  • Speaking to a member of our team in-person.

How will you respond to my complaint?

When things go wrong with our service, we’ll respond quickly to put things right. We always try to learn from the complaints we get, however large or small.

Our complaints process has 2 stages:

Stage 1
We’ll acknowledge your complaint within 5 working days. We will then assign it to a member of the Complaints Team who will contact you to get more information. We’ll investigate your complaint with the relevant departments and contact you to explain our findings. We aim to do this within 10 working days, although sometimes we may need more time to investigate. If this is the case, we’ll let you know. We’ll only close your complaint when you have been given an outcome from us either by letter or email. 

Stage 2
If you’re not happy with our Stage 1 response you can ask for your complaint to be progressed to Stage 2. We’ll acknowledge your request within 5 working days and contact you to discuss your concerns. We’ll then assign your complaint to a senior manager – usually a Head of Service, Director or someone of equivalent seniority – who will carry out any further investigations. They will focus on how we investigated and managed your original complaint and if it was carried out fairly and in line with our procedures. 

We aim to respond to Stage 2 complaints within 20 working days, although we may sometimes need more time to investigate. If this is the case, we’ll let you know. Our response at Stage 2 will be our final decision on your complaint. We will only close your complaint when you have been given a final decision either by letter or email.

At all stages of the complaint process, we will offer you a fair opportunity to talk to us about any concerns you have.  If we identify service failure, we will take action to put things right. This means that we may, for instance:

  • Apologise to you
  • Offer you compensation
  • Change policies or procedures to avoid a repeat of the service failure 

What if I’m not happy with the outcome of my complaint after Stage 2?

If you remain unhappy following our final decision, you can contact the Housing Ombudsman Service.

The Housing Ombudsman Service is an independent body that reviews housing complaints. We work in line with its Complaint Handling Code, which sets out good practices so landlords can respond to complaints effectively and fairly.

The key areas in the code we're committed to follow are:

  • Providing easy access to our complaints policy, and making customers aware of it, including their right to access the Housing Ombudsman Service.
  • Ensuring fairness in our complaints handling, with a customer-focused process.
  • Getting ongoing feedback from customers and taking action to put things right.
  • Creating a positive complaints-handling culture through continuous learning and improvement.
  • Completing an annual self-assessment against the Code.

You're entitled to contact the Housing Ombudsman Service 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 Service, you can call 0300 111 3000 or email

Complaints Performance and Service Improvement Report

We’ve also published our new Complaints Performance and Service Improvement Report, which outlines the changes we’re making to improve our complaints service. 
It’s important we look beyond the circumstances of an individual complaint, listen to your feedback and improve our services. We’re committed to working in an open and accountable way to make sure you have a positive experience. 

Read our Governing Body response the Complaints Performance and Service Improvement report 2023/24.

Our self-assessment against the Complaint Handling Code

There's always room to improve even further, so we regularly complete a self-assessment against the Complaint Handling Code, to see how we’re performing. Read our most recent self-assessments and action plan below.

You can read our previous self-assessments here:

Our policies

Visit our dedicated policies page for details of our other policies.