Our complaints process

Stage 1

We will acknowledge your complaint within 2 working days of receiving it.

We will investigate your complaint and provide a response to you within 10 working days.

If we can not resolve your complaint within 10 working days, we will contact you and let you know the date in which you will receive a response.

Stage 2

If you are unhappy with the resolution offered in stage 1, you can request for your complaint to move to stage 2.

We will review your complaint and previous decisions made. You will be informed of our decision within 10 workings days of the appeal date.

Making a complaint to an Ombudsman Service

If you remain dissatisfied with our final decision, you can refer your complaint to a designated person or wait for eight weeks before referring it to the Housing Ombudsman. A designated person is a Member of Parliament, Local Councillor, or alternatively a tenant panel recognised by us for the purpose of reviewing complaints.

The Housing Ombudsman will only review complaints if the customer is an applicant for housing or is a customer, leaseholder or licensee of one of our homes.

You can contact the Housing Ombudsman Service at:

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

Housing Ombudsman Service website