Catalyst Communities Housing Association aims to provide good quality leasehold management services. If we have not performed as well as you would like us to, it is important that you tell us. This page explains how to make a complaint, and the steps we will take to resolve the problem.

On-line complaints form

How to complain

A complaint is a report to us about poor service. It may include:

• Unhelpful behaviour or unfair treatment by staff or contractors.
• Delays or failure to provide a service.
• Failure to achieve our published standards.
• Dissatisfaction with policies and procedures.

Our complaints procedure is open to everyone who receives or requests a service from Catalyst Communities, including leaseholders, neighbours of our properties, and staff from other businesses that we deal with.

Who do I complain to?

There are three stages for leasehold services complaints within Catalyst Communities:

Stage 1 - Departmental Manager level

In the first instance your complaint will be passed to the appropriate Departmental Manager for investigation and a response.

More information about stage 1.

Stage 2 - Director level

If you are not satisfied with the response to your complaint after stage 1, you should submit a further complaint form which will be passed to the Managing Director of Catalyst Communities.

More information about stage 2.

Stage 3 - Complaints panel

If you are not satisfied with the response from the Managing Director of Catalyst Communities HA you should submit a further complaint form. At this stage the Managing Director will set up a Complaints Panel.

More information about stage 3.

Independent Housing Ombudsman

If you are a tenant or leaseholder and you are still dissatisfied after stage 3, you can contact the Independent Housing Ombudsman on (020) 7836 3630 or 0845 7125 973.

The Independent Housing Ombudsman cannot take any action unless you have been through all three stages of our complaints procedure.

How do I complain?

We would prefer you to put you complaint in writing, as this helps us to collect relevant information to deal with your complaint quickly and effectively. To make this easier we have developed an on-line complaints form.

Other methods of submitting your complaint include:

• completing the complaints form available from all local offices
• in person at your local office
• over the telephone.

If you complain in person or by telephone a complaints form will be completed on your behalf and you will be sent a copy.

On-line complaints form