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How to make a complaint or give feedback

We’re committed to giving our customers the best possible experience, so we always want to know what you think we’re doing well, and where we could improve things.

Intro
What happens after I make my complaint?
Give us a compliment or positive feedback
How your feedback makes a difference
More information

Want to make a complaint?

We always aim to get things right, but if we’ve let you down, we want to hear about it and fix things fast.

Tell us the reason for your complaint? *

Please give us the details of your complaint: *

How would you like us to resolve your complaint? *

Are you making this complaint on behalf of someone else? *

Yes

First Name *

Surname *

Phone *

Email *

What happens after I make my complaint?

While we’re dealing with your complaint, we might contact you to ask you for more information. Whatever happens, we’ll do everything we can to respond to you within the time scales given below. If we can’t do this for some reason, we’ll let you know.

How we handle your complaint depends on whether it’s a stage one or stage two complaint.

Stage one complaint

When you first make a complaint, we’ll acknowledge the complaint within five working days. Then, we’ll investigate and respond to you within 10 working days.

If you’re not happy with the action we’ve taken, you can ask for your complaint to be reviewed and escalate your issue to a stage two complaint. You’ll need to do this within six months of our stage one response.

Stage two complaint

Housing Ombudsman

Citizen is a member of the Housing Ombudsman, which can help you with information about how social housing landlords should handle complaints.

If you’re not happy with how we’re handling your complaint, you can ask for their advice, at any stage. You can contact them anytime if you need advice, but for them to become formally involved, you’ll have to have been through stage one and stage two of our complaints process.

How to contact the Housing Ombudsman

Go to the Housing Ombudsman website

Emailing them at info@housing-ombudsman.org.uk

Ring them on 0300 111 3000

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Here are a couple of examples of how your voice has helped make a difference.

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How can we help you today?

How to make a complaint or give feedback

Intro

Want to make a complaint?

What happens after I make my complaint?

How to contact the Housing Ombudsman

Give us a compliment or positive feedback

We’re listening

How your feedback makes a difference

More information

Help and advice

Contact us

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