Feedback & Complaints

We are committed to providing you with an excellent standard of service but acknowledge that things can go wrong. If this happens, we want to put things right as soon as possible. We use your feedback to shape our services and make things better for everyone in the future.

If you are an existing customer, Shared Owner, or renter with us, you can make your complaint via the Town and Country Housing website here.

Please let us know if you need help to make your complaint. You can also contact the local Citizens Advice Bureau. To find your local Citizens Advice Bureau call 020 7833 2181 or visit citizensadvice.org.uk.

Stage 1

After you have submitted your complaint to us, it will be allocated to a member of staff who will log and contact you to acknowledge it within 5 working days. They will discuss your complaint and understand the problem.

We aim to resolve your complaint within 10 working days from acknowledgement, but the investigation may take longer, and we will agree a timescale with you.

Stage 2

If you are dissatisfied with our response at Stage 1, you can request that your complaint is moved to Stage 2. If you would like to do this, please do so within 10 working days of the date of our last response, so that we know you are still dissatisfied. If we do not hear from you within 10 working days the complaint will be closed.

Your request will then be considered to see if it meets the criteria to be moved to Stage 2. If it doesn’t, you will be notified in writing of the reasons why.

If your complaint is escalated to stage 2, the case will be allocated to a Senior Manager to investigate. They will acknowledge your complaint within 5 working days of our receiving your request to escalate.

We also aim to resolve your complaint within 20 working days from the point of acknowledgement, but the investigation may take longer, and we will agree a timescale with you.

The Housing Ombudsman Service is set up by law to look at complaints about housing organisations that are registered with them.

If after you have completed both stage 1 and stage 2 of our complaints process, and you're unhappy with the outcome of your complaint, then you can contact the Ombudsman directly.

• The Housing Ombudsman contact details:
• Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ
• Telephone: 0300 111 3000
• E-mail: info@housing-ombudsman.org.uk
• Web: www.housing-ombudsman.org.uk   

The Housing Ombudsman published an update to the Complaint Handling Code which came into effect in 2024. It sets out good practice that will allow landlords to respond to complaints effectively and fairly. We are continually assessing our complaints process to make sure it’s clear, simple and accessible and helps us to resolve complaints promptly, politely and fairly.

If you have any questions or comments about our complaints process please contact us.

If you have received an excellent service and would like to compliment a member of staff or a team, we would really like to know too. Please share your experience with us – we love to hear about them!