Complaints procedure

Before making a complaint, please ensure you have already contacted the service and asked them to put things right.

Our complaints procedure has two stages. You will be contacted within two working days of receiving your complaint, and at each further stage, to let you know what will happen next.

Stage 1

Once we have received your complaint, a service manager will investigate and will aim to send you a response within 10 working days. The manager will let you know what we can do to resolve your complaint.

Stage 2

If you are unhappy with the response that you have received at stage 1, you can ask for your complaint to be reviewed. We will aim to write to you within 20 working days with the stage 2 complaint decision.

The Housing Ombudsman investigate complaints and resolves disputes involving tenants and leaseholders of social landlords. It is a free, independent and impartial service. If you are unhappy with the outcome of your complaint following stage 2, you can refer your complaint to the Housing Ombudsman.

Contacting the Housing Ombudsman

If you are dissatisfied with the outcome of your complaint, you can pursue this with the Housing Ombudsman Service. Their contact details are:

Online complaint form: www.housing-ombudsman.org.uk/residents/make-a-complaint/

Phone: 0300 111 3000

Email: info@housing-ombudsman.org.uk

Postal address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

The landlord is listed as Lewisham Council, and you have now completed the landlord's complaints procedure.

Please remember

We take all complaints seriously, and we will reply to you within 10 working days. If you are requesting a service, such as reporting a repair or a case of antisocial behaviour in your neighbourhood, please contact the service directly. A request for service differs from a complaint about that service.

We can often resolve issues quickly however, if we are not able to find a solution quickly, we will register your complaint formally.

Complaints Policy

Code-Self-Assessment

Want to get in touch?

Customer feedback helps us to make improvements to our service. If you are impressed with something we have done, or feel a staff member has gone the extra mile, let us know!

We try to get things right first time, but we appreciate this doesn’t always happen. Please talk to us if you are not satisfied with our service.

Please note that all queries and complaints must be in put in writing.