Complaints

How does making a complaint work?

Complaints processes can be intimidating, but we've made these simple resources to help make it easier to understand.

Please see our Complaints policy and procedure for further information.

The Housing Ombudsman and your complaint

What is the Housing Ombudsman Complaint Handling code, how do we comply and how can the Ombudsman get involved in your complaint?

Complaints Handling Code

The Housing Ombudsman has published its revised Complaints Handling Code which is effective as of 1 October 2022. The purpose of the Housing Ombudsman’s Complaint Handling Code is to enable us to resolve complaints quickly and to use the learning from complaints to improve services.

We have carried out a Housing Ombudsman complaint handling code self-assessment and have made changes to our policy and procedure to make sure we comply with it.

We are committed to providing an excellent complaints service based on the Ombudsman's code and best practice.

See our complaints performance 2023-24.

Contacting the Housing Ombudsman

You have the right to contact the Housing Ombudsman service at any point if you are having difficulty reporting your concerns or are dissatisfied with the service you receive.

We always aim to resolve a complaint ourselves within our internal process. We recognise sometimes this is not possible. At the end of our internal process, you may can ask the Housing Ombudsman Service to investigate your complaint.

The contact details for the Housing Ombudsman are:

The Housing Ombudsman Service

PO Box 1484
Unit D
Preston
PR2 0ET

Email: info@housing-ombudsman.org.uk