Making a complaint

If you feel you need to make a complaint, the first thing we'll do is try to sort out any concerns you may have and find a solution. But if something has gone wrong and we haven’t been able to put it right, you can make a formal complaint to us.

You can find out more about how to make a complaint and how we will deal with your complaint in the information below.

We're committed to learning from every complaint we receive and improving things so we don’t repeat mistakes for different customers. By doing this, our aim is to deliver great customer experience as often as possible.

Our customer commitments

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 find out more about our Customer Commitments here.

Complaints and compensation policies

For more details about how we deal with complaints and compensation, please take a look at our policies.

How to make a complaint

You can make a complaint in any of the following ways:

  • By completing the form below
  • By calling our Customer Service Centre on 01202 319 119
  • By emailing us
  • By writing to us at: Stonewater, Suite C, Lancaster House, Grange Business Park, Enderby Road, Whetstone, Leicester, LE8 6EP
  • By sending us a direct message on social media. Facebook is Stonewater UK and @StonewaterUK on Twitter.

Find out what you can expect from us when you make a complaint in our guide to making a complaint or in the short video below.


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. 

Housing Ombudsman Service

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:
  • 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.

Make a complaint

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