Compliment / complaint

Complimenting us

Have you been pleased with our service? If so, we would be delighted to hear from you. We expect all our staff to provide a consistently high level of service but if a particular service or person has impressed you, then please let us know by completing the compliment form

Our complaints procedure explained

Local resolutions

We want to provide the best possible service, however we acknowledge that sometimes things do go wrong. If you think we have fallen short, please let us know so that we can put things right as quickly as possible. Please call either your local estate office or the service improvement team on 0800 358 3785 or email

We will aim to resolve your issue there and then but if it is not possible to do that we will contact you within two working days to advise you what we intend to do.


If you remain unhappy you can make a formal complaint. Your complaint will be passed to the senior manager of the relevant department and you will receive a written response within 7 working days.


If you remain unhappy with the outcome of your complaint, then a review will be carried out by the service improvement team. We will write to you within ten working days to advise you of the outcome.

A request for a review must be made within six months of receiving your response to the initial complaint and you should contact the service improvement team on 0800 358 3785 or email

If you remain dissatisfied after this, you can make a complaint to the Housing Ombudsman. Their contact details are:

Housing Ombudsman Service
Exchange Tower
Harbour Exchange Square

E14 9GE

Tel: 0300 111 3000
Fax: 020 7831 1942

For more information visit their website

Leaseholders can use the services of the First Tier Tribunal (Property Chamber) to resolve complaints about service charges and the terms of their leases. They can be contacted on 0845 100 2617.

Read our complaints policy here.

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