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Making a complaint

Brief paragraph RE our commitment to being a good landlord and aiming to resolve any complaints by tenants or neighbours fairly and as quickly as possible.

  • We will acknowledge your complaint within five working days of receipt
  • We will respond within ten working days, except in exceptional circumstances
  • If you are not satisfied with our response, please contact us and tell us why. This is called a stage 2 complaint.
  • A different person will then review your complaint. We will respond to stage 2 complaints within 20 working days, except in exceptional circumstances.
  • If you are still not satisfied you should contact the Housing Ombudsman Service
  • For more details please refer to our Complaints policy and procedures.

Do you need help making a complaint?

If you are a tenant or service user you can access independent assistance from SEA (Services for Empowerment and Advocacy) who work with people to ensure their voices are heard. Call 0115 962 9360, Freephone 0800 0197 828 or email