If you're not happy with a service we've provided, the first thing you should do is contact Housing

We can often put the problem right without the need to follow the formal complaints procedure.

You can make a complaint about us as your landlord if you're not satisfied with:

  • the standard of service you've been given
  • actions we or those acting for us have or have not taken

If you're contacting us about something else, for example, to request a repair, or report a neighbour nuisance, we'll send it to the relevant team and will not treat it as a complaint.

How to complain

The quickest way to make a complaint is by using our online form. It's important you let us know how the problem has affected you and how you'd like us to put things right.

Please include your phone number in case we need to clarify the details of your complaint.

Make a complaint

Other ways to make a complaint

You can also make a complaint:

  • by email
  • by telephone
  • in writing

Email: Housing-safer-communities@royalgreenwich.gov.uk

Tel: 020 8854 8888

Housing and Safer Communities Complaints
The Woolwich Centre
35 Wellington Street
London, SE18 6HQ

How we will handle your complaint

We'll acknowledge your complaint within 5 working days. We have a 2-stage complaint process:

Stage one

We'll investigate your complaint and respond to you within 10 working days.

Stage two

If you're not happy with our response, we'll review your complaint at a more senior level and respond to you within 20 working days.

Read our Housing Complaints Policy:

If we cannot resolve your complaint

If we cannot resolve your complaint at stage two, you can ask the Housing Ombudsman Service for a review. They are independent, impartial and free.

Contact the Housing Ombudsman Service

Email: info@housing-ombudsman.org.uk

Telephone: 0300 111 3000

Housing Ombudsman Service
PO Box 1484
Unit D
Preston, PR2 0ET

Visit the Housing Ombudsman Service website.

Complaints performance and service improvement

Each year we report on:

  • the type of complaints we've received
  • how far we've met our timings for responding to complaints
  • what we've learnt from these complaints and how we're improving our service

We also share decisions we've received from the Housing Ombudsman that year.

Read our annual complaints performance and service improvement report:

View our governing body's response to the report: