Feedback, Compliments and Complaints
At Twenty-Fifth Avenue, we are committed to delivering high-quality services to our residents. Your feedback is invaluable in helping us recognise what we are doing well and identify areas where we can improve. If you are particularly pleased with any aspect of our services or if a member of our staff has demonstrated exceptional professionalism, we would love to hear from you.
We also welcome suggestions on how we can enhance our current services or introduce new initiatives to better serve our community.
How to Provide Comments and Compliments
You can share your feedback with us through the following channels:
- Email: customerservices@25thavenue.org
- Website: www.25thavenue.org
- Telephone: 0208 854 8854
- Letter: Send your feedback by post to our Customer Services Team.
- In-Person: Visit our reception and speak with a member of the Customer Services Team.
- Feedback Form: Complete the form in our Compliments and Complaints leaflet, available from our offices.
Complaints Procedure
We strive to provide the highest level of service to all our residents. However, we acknowledge that sometimes things may not go as expected. If you are dissatisfied with any aspect of our work or believe we have failed to fulfil our responsibilities, we encourage you to let us know. Your feedback helps us identify shortcomings and continuously improve our services.
Before submitting a formal complaint, we encourage you to discuss the issue informally with your Housing Officer, who may be able to resolve the matter quickly and efficiently. If you remain dissatisfied with the response, you may escalate your concerns through our formal complaints procedure.
When submitting a complaint, please provide a clear explanation of your concerns to help us address them effectively.
How to Make a Complaint
Residents can submit complaints through the following channels:
- Online: By completing the complaint form available on our website.
- Email: Sending a complaint to customerservices@25thavenue.org
- Letter: Addressed to the Customer Services Team.
- Telephone or In-Person: Speak to a member of staff to lodge your complaint.
- By Post: Sending a written complaint to our office address.
Complaints Process and Timeframe
- Stage 1: Initial Complaint Handling
- Acknowledgment of the complaint within 5 working days.
- Investigation and response provided within 10 working days.
- If more time is needed, we will communicate the reason and provide an updated timeframe.
- Stage 2: Complaint Review
- If the resident is dissatisfied with the Stage 1 response, they can escalate their complaint.
- The complaint will be reviewed, and a final response provided within 20 working days.
Downloadable Documents
For more details on our complaints policy, performance reports, and governance, please refer to the following documents:
📄 Self-Assessment Against the Complaint Handling Code (Download PDF)
📄 Housing Ombudsman – Complaints Policy (Download PDF)
📄 2023-2024 Annual Complaints Performance and Service Improvement Report (Download PDF)
📄 Response to Housing Ombudsman (Download PDF)
📄 Complaint Form (Download PDF)
📄 Unacceptable Behaviour Policy (Download PDF)
Escalation to the Housing Ombudsman
If a resident remains dissatisfied after completing our internal complaints process, they have the right to escalate their complaint to the Housing Ombudsman Service for an independent review.
Contact Details for the Housing Ombudsman Service
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Housing Ombudsman Service:
Address: 81 Aldwych, London WC2B 4HN - Telephone: 0300 111 3000
- Fax: 020 7831 1942
- Email: info@housing-ombudsman.org.uk
- Website: www.housing-ombudsman.org.uk
Ensuring Accessibility
This information is available at the top of our website for easy access. If you require these documents in an alternative format, please contact our Customer Services Team.
