If you’re unhappy with the repair service you’ve received, or you have unresolved repairs that need looking into, please tell us as soon as possible.
Our complaints process is here to help put things right where we’ve got something wrong. It’s free to use, and our Customer Experience Team is experienced in resolving difficult repair issues, including damp and mould, pest issues and delays to repairs.
Once we receive your complaint, you can usually expect a response within 10 working days. If you’re still unhappy after this, you can ask for a formal review. Find out more about our full complaints process here.
If you’re unhappy with repairs in your home, please fill out the form at the bottom of this page and one of our team will contact you.
We want to understand what has happened and work with you to put things right.
Yes. Our complaints process is free to use.
Yes, compensation may be awarded through our complaints process depending on the circumstances. However, compensation is not guaranteed and will depend on the facts of each case.
If you’ve already been through our complaints process and you’re still unhappy, you can also contact the Housing Ombudsman. The Housing Ombudsman is free, independent and impartial and can look at complaints about social housing landlords.
You may also want to understand your options for making a legal claim about the condition of your home. This is sometimes called a disrepair claim.
A legal claim is separate from our complaints process and the Housing Ombudsman. It may involve costs, timescales and risks. Before deciding what to do, it’s important to understand your options and consider getting independent advice.
