Make an official complaint

If you have exhausted our complaints procedure and are still not satisfied, you can progress the complaint to the Housing Ombudsman Service, by emailing info@housing-ombudsman.org.uk or by phoning 0300 111 3000 (9:15 to 5:15 Monday to Friday)

You can write to:

Self-assessment form

The Housing Ombudsman published a new Complaint Handling Code in July 2020, setting out good practice that will allow landlords to respond to complaints effectively and fairly. This was updated again in April 2022, to strengthen positive complaint handling culture amongst both staff and residents. Complaints are not all negative, they enable us to learn and put improvements in place to avoid future issues arising. 

The Ombudsman expects landlords to carry out a regular self-assessment against the Code and take appropriate action to ensure their complaint handling is in line with the Code.