How to make a complaint about us as a Landlord
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.
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 1
Complaints will be acknowledged within 5 working days. We aim to reply within 10 working days from the day of acknowledgement. If we require longer, we will let you know.
Stage 2
If you are not satisfied with the stage 1 response, we'll review your complaint at a more senior level and we will aim to respond to you within 20 working days from the day of the acknowledgement, If we require longer, we will let you know.
Read our Corporate 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: