Complaints about Landlord Services: summary

1. Tell us when something goes wrong.
If you are unhappy about the standard of service we provide or the way you were treated by a member of our staff tell your Neighbourhood Officer or their manager as soon as possible.

Are you satisfied with the outcome?

If yes: no further action

If no:

2. You can make a formal complaint.
The person investigating your complaint will talk to everyone involved to try and agree a way forward that is reasonable and fair. We aim to complete this stage within 10 working days.

Are you satisfied with the outcome?

If yes: no further action

If no:

3. If we haven’t been able to agree a way forward you can ask for a review – we will ask a more senior member of staff to look into your complaint again. They will work with everyone involved to try to agree a way forward that is reasonable and fair.
We aim to complete this stage within 20 working days.

This is the end of the council’s complaints procedure

4. If you are still dissatisfied with the outcome you can choose to refer your complaint to the Housing Ombudsman
They will look at the way we investigated your complaint to make sure we have:

  • acted legally
  • followed our policies and procedures correctly
  • acted fairly and reasonably

They may try to mediate a solution.

The Housing Ombudsman Service is set up by law to look at complaints about housing organisations that are registered with them including Housing Associations and Local Authorities. You can contact them at any time during the complaints process for assistance
on how to make a complaint and what actions and outcomes would put things right for you.

How to contact the Housing Ombudsman Service:

Last updated on 13/01/2025