Make it Right: Guide to complain

Published: 1/11/2024

Everyone deserves a home that is safe, secure, and well maintained.

We want you to know your rights and how to get help if you have concerns about your home. We understand that issues like damp, mould, leaks, broken locks and more can arise, and living with them can negatively impact your health and wellbeing.

That’s why we are committed to resolving these issues. We’re committed to resolving your issues as efficiently as possible. If your expectations haven’t been met, here’s what you can do:

Step 1: Report the issue. Then, if it is not fixed…

Step 2: Complain through our complaints process which can be found HERE , and if you’re not happy with the final response from us…

Step 3: Escalate your complaint to the Housing Ombudsman.

Contacting the Housing Ombudsman:

The Housing Ombudsman is impartial, will investigate fairly and can order your landlord to take action.

Once the Housing Ombudsman has ruled against a landlord, they must show they are taking action within 6-8 weeks.

Last year, the Housing Ombudsman ordered landlords to pay over £1m in compensation to residents.

Know your rights, Social housing issue? Know how to complain