FACEBOOK UPDATE: Our Facebook accounts for Network Homes and Network Homes sales have been compromised. We’re doing everything we can to liaise with Facebook and resolve this issue. Until then, please do not use our Facebook accounts to contact us and ignore any messages or post you may have received from our Facebook accounts from Thursday 28 September 2023. 

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:

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

What isn't a complaint?
Our complaints process
How to make a complaint
Complaints Annual Report
Safe Space

Together we can end domestic abuse