Complaints and compliments

We are committed to providing an excellent customer service and we welcome all feedback from our customers. If you are pleased with our services, please let us know. We will use the information to thank our staff members.

We recognise however that sometimes things go wrong. If you are dissatisfied with something we have done or not done, or with the level of service you received, we want to know so we can investigate what’s happened and try to put things right. This also gives us the chance to learn and improve our services.

We do not treat repair requests, leaseholder disputes with service charge payments or reports of anti-social behaviour as complaints. You can report a repair online via our repairs section and you can report anti-social behaviour using our online ASB form.

If you are unhappy with our service and you want to make a complaint, we have a two stage complaints process which is outlined below. You can also read our policies for further information:

Stage 1

We will:

Try to resolve the problem the first time you contact us.
Respond to your complaint in full within ten working days, or let you know when we will respond if we need more time to investigate.
Apologise and say how we will put things right if we have done something wrong.

Stage 2

A dedicated Central Complaints Officer from our Central Complaints Team, will review and respond to your complaint.
This will be reviewed and approved by the Central Complaints manager, whose work is directly overseen by a member of our Executive Leadership Team.
Once a Stage 2 escalation has been accepted and acknowledged, we have 20 working days to investigate and issue our final response or let you know when we will respond if we need more time to investigate.
If you’re not happy with the Stage 2 decision you can take your complaint to the Housing Ombudsman. We will advise you on how to do this.

You can make a complaint:

using our online contact us form
using your My Network Homes online account
by phone to 0300 373 3000
in person at one of our offices
by email to complaints@networkhomes.org.uk
by contacting us on social media
through an advocate (with your written consent).

You should raise your complaint with us as soon as possible. Please note, we will not normally investigate a complaint about an issue that happened more than 6 months ago.

For more information please download our Compliments and Complaints leaflet.

Housing Ombudsman Complaint Handling Code: Self-assessment form for Network Homes - 2020

Housing Ombudsman Complaint Handling Code: Self-assessment form for Network Homes -2021

Housing Ombudsman Complaint Handling Code: Self-assessment form for Network Homes - 2022