Making a complaint

Our Customer Commitments set out how we'll deal with your complaint.

We will:

• Acknowledge your complaint within 2 working days from when the complaint is received;
• Provide a formal response within 10 working days from when the complaint is received;
• Accept where we get things wrong, put it right and learn from our mistakes.

You can also read our Complaints, Compliments and Comments Policy and our Compensation Policy for more information about how we deal with complaints. 

If you are an L&G customer your complaint will be handled in line with L&G processes. Please visit this page for more information. 

If you've made a complaint to us and are not happy with the outcome, you can contact the Housing Ombudsman Service after you receive our final response. The Housing Ombudsman Service is free and impartial, providing dispute resolution for landlords and customers.

You can contact the Housing Ombudsman Service in any of the following ways:

• Through their website
• By email: info@housing-ombudsman.org.uk
• By phone: 0300 111 3000 (9:15am - 5:15pm, Monday to Friday)
• By post: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

The Housing Ombudsman has put in place a Complaint Handling Code, which provides a framework to support the effective handling and prevention of complaints. The purpose of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to make service improvements. Compliance with the Code forms part of the membership obligations set out in the Housing Ombudsman Scheme.

Landlords are encouraged to promote the Code and to share the outcome of their self-assessment with residents. You can read our current self-assessment here.