Are You Happy With Our Services?

The housing department is committed to providing the best possible service for all our customers. By setting standards for our services we can monitor performance, improve our delivery, and meet your housing needs effectively. If you feel that we are not meeting our standards, you are entitled to raise a complaint.

Complaints

We have three simple stages to make it easy for you to complain. We accept complaints in any format including in writing, by telephone and in person at any reception area. All formal complaints are acknowledged in writing within two working days of receipt.

Stage one

We can put things right quickly if you complain directly to the relevant service. You should contact the manager of the service and let them know what the problem is. Or call our call centre to register your complaint on: 020 7525 7767/2140

Stage two

If you are unhappy with your response from stage one, you can now contact the housing complaint team. A full investigation will be carried out on your behalf and a senior complaint officer will respond to your complaint within 15 working days, or explain if there is a delay.

Stage three

The final stage in the complaint process is to complain to the chief executive. Our customer feedback unit will carry out an independent review of your complaint within 15 working days of receipt. Contact details for this team are included in all stage two complaint responses.

For further information, please contact our call centre:

Tel: 020 7525 7767/2140