Comments and Compliments

It is important for us to know what we are doing right. If you are impressed with any of our services, or if any of our staff have excelled in their duties, we want to hear about it.

We also welcome any suggestions that you may have on how we can improve our existing services or introduce new services.

How to make comments and compliments:

Email to

Via our website

✆ Telephone on 0208 854 8854

By letter – Complete the form contained in our leaflet ‘Compliments and Complaints’ or

Come into reception and talk to a member of the Customer Services Team


We aim to provide the best service we can to all our residents. However sometimes things do go wrong. If you are not happy with any aspect of our work, or if you think that we have failed to do something we should have done, we want to hear about it. Your complaints are important to us and help us identify where we have failed to deliver a service and areas where we need to improve. We monitor all complaints to make sure that we learn by our mistakes.

We also want to hear what we are doing right. If you are impressed with our services let us know!

How to make a complaint

If you have a complaint we encourage you to try to sort it out in an informal way by talking to your housing officer. They will find out what the problem is and hopefully resolve it.

If you are not happy with their response, you can ask that your complaint be dealt with as part of our complaints procedure. This request can be over the telephone or face to face with a member of staff or you can put it in writing to us by email to or by letter to the Customer Services Team. We would ask you to be clear about what you are not happy with. We follow a set procedure to make sure that all complaints are fully investigated and monitored. Our procedure has three stages:

Stage 1 – Our Customer Services Team will send you an acknowledgement letter within 2 working days of receiving your complaint. This letter will give you the name of the officer handling your complaint. They will pass your complaint immediately to the relevant officer to investigate. The person responsible will investigate and send you a full written response within 10 working days of receipt of your complaint.

Stage 2 – If you are not happy with the response at Stage 1, you must let our Customer Services Team know within 28 days of receiving the response and explain why you are not satisfied. Your complaint will then be brought to the attention of the appropriate Director who will review the matter and send you a full written response within 10 working days.

Stage 3 – If you remain unhappy with the Director’s response, you must let the Customer Services Team know within 28 days and provide a detailed explanation of why you remain dissatisfied. You may then ask for a further review which would be carried out by the Association’s Chief Executive.

You will need to explain why you remained dissatisfied at Stages 1 and 2 and further explain what the Association can do to make things better. You will receive a full written response within 10 working days of the meeting. The Chief Executive’s decision is the final stage of our internal procedure. If you are still not happy with the outcome, you can complain to the Independent Housing Ombudsman. The Ombudsman will not look into your complaint until you have gone through stages 1, 2 and 3 of our complaints procedure.

Complaints to the Ombudsman should be made as soon as possible after completing the internal procedure and not any later than 12 months afterwards.

Housing Ombudsman Service,

81 Aldwych, London WC2B 4HN, Tel: 0300 111 3000 / Fax: 020 7831 1942,