We've moved to a new Wembley Park head office - Although our reception is still closed to visitors, our new address is The Hive, 22 Wembley Park Boulevard, Wembley, HA9 0HP. Please update your records and use the new details if you need to get in touch or send any documents to us in the post. 

 

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. You can read our Complaints Policy here.

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

  • If you are not satisfied with our response at stage 1, you have 30 calendar days to tell us you want to take things further and tell us of any outstanding issues.
  • An Executive Director or Senior Manager will review how the complaint was handled at Stage 1 and decide if the decisions we made were in line with our policies, fair and reasonable.
  • We aim to provide a full response within 20 working days, or let you know when we will respond if we need more time to investigate.
  • We will apologise and say how we will put things right if we have done something wrong.
  • 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

Find out more info about our complaints process by reading our Remedies Policy.

If you’ve complained to us, we would like to know what you thought of the experience. Please spend a minute or two completing our survey.

What isn't a complaint?
Our complaints process
How to make a complaint
How well did we deal with your complaint?
Complaints Annual Report