We always strive to provide an excellent service but we’re aware that sometimes we get things wrong. We welcome your feedback. It provides us with the opportunity to work with you, to tell us what you feel went wrong, so we can work with you to help put things right and rebuild your trust.

We’ll use your feedback and comments to improve our services and customer experience.

Our complaints process supports our commitment to providing an excellent customer experience, and is in line with the Housing Ombudsman Code of Practice

We’ll also be working with you to help us learn from complaints.
Find out more about our complaints experience project.

Start your complaints process
HO handling code front cover

Housing Ombudsman Code of Practice


What is a complaint?

We follow the Housing Ombudsman’s definition of a complaint as ‘as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.’

We want to make it clear that customers do not need to use the word complaint for us to treat it as such.

You can make a complaint where we have failed to do something we have said we would do such as fix a repair or contact you within the timescale we gave you.

How do I make a complaint?

We want to make it easy for you to contact us regarding a complaint you can tell us within six months of a problem arising by:

  • Calling 0300 456 2099
  • Writing to Catalyst Housing, Ealing Gateway, 26–30 Uxbridge Road, London W5 2AU
  • Completing our online complaints form
  • Visiting your local office.
  • Face to face with a Catalyst colleague
  • Via social media – Facebook or Twitter

Our dedicated Customer Resolution team will investigate your complaint promptly and fairly. We’ll ensure that you have a dedicated Customer Resolution expert resolving your complaint, who will ensure that they understand your expectations and will keep you updated throughout the process. Our Customer Resolution Expert will be your single point of contact.

Complaints policy front cover

Our Complaints Policy


Our complaints process

We have a simple two stage process, with the second and final stage being an appeal stage.
We aim to resolve your complaint within 10 working days at each stage of the process.

You choose how you would prefer for us to communicate with you – just let us know by completing our online form or discussing this with your dedicated Customer Resolution Expert.

Stage one

You’ll hear from our Customer Resolution Coordinator within two working days of receiving your complaint. We’ll confirm who your dedicated Customer Resolution Expert is and the date you’ll receive a formal response to your complaint.

We aim to resolve all complaints at stage one, but, if we can’t resolve your complaint immediately, we will provide an explanation as to why and the date in which you can expect to receive a response.

When we do provide a response, and if you’re unhappy with our resolution offered in the first stage, you can request an appeal. This is stage two of our complaints process. Simply just tell your Customer Resolution Expert that you wish to escalate your complaint to the next stage and why.

Stage two

Stage two is used when you’re unhappy with the resolution offered at stage one.

Your stage two complaint will be reviewed by a manager or senior team member who has not previously been involved in the complaint or directly responsible for the service provided.  This is so they can provide an impartial review of your complaint.

Find out more about the complaints process

Help with your complaint

If you need any assistance in making a complaint, we can help you. You can also ask another person such as a friend, support worker or independent advocate to make the complaint on your behalf and represent you throughout the process.

If you or your legal representative start court proceedings against us, we’ll manage this outside our complaints procedure.

The Housing Ombudsman

The role of the Housing Ombudsman is to resolve complaints when customers feel the outcome is unfair. Customers can contact the Housing Ombudsman at any given point throughout the life of a complaint.

If your complaint goes through both stages of our complaints process, and you are still unhappy with the outcome or in the way we have handled your complaint you can contact the Housing Ombudsman for further investigation into your complaint.

Housing Ombudsman Service
PO Box 152
L33 7WQ
E14 9GE
0300 111 3000
Housing Ombudsman Service website