Do you know how to raise a complaint with us?

Do you know how to raise a complaint with us?
Two minute read
Published: 23 Nov 2023

Over the past year we have been working hard to improve our complaint-handling process. The number of active cases has gone down, and we have seen an increase in customer satisfaction with how we handle complaints.

But there is still work to be done – use our three-step process below to raise a complaint and help us improve our services:

1. Report it to us – we cannot resolve issues that we don’t know about. The quickest way to contact us is by using your online account, but you can also call us on 0800 218 2247 or email

2. Raise a complaint – if you reported the issue to us but you weren’t happy with the service provided then you can raise this as a complaint. There are multiple ways you can do this: you can report feedback through your online account, you can send it to or you can fill out the form here.

3. Escalate to the Housing Ombudsman – if you have completed the first two steps and are not happy with our final response to your complaint, you can then escalate it to the Housing Ombudsman. Visit their website at, call 0300 111 3000 or email