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 if the investigation is likely to take longer, we will let you know when we will provide the response which will be no more than an additional 10 working days.

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 20 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.

Upon receipt of your request to escalate, 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 if the investigation is likely to take longer, we will let you know when we will provide the response which will be no more than an additional 20 working days.

The Housing Ombudsman Service is set up by law to look at complaints about housing organisations that are registered with them. You can contact the Ombudsman at any time for advice.

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 1484, Unit D, Preston, PR2 0ET
• Telephone: 0300 111 3000
• 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. Our copy of our latest self-assessment against the code can be viewed on the Town and Country Housing website here.  If you want to find out more about the complaint handling code you can find this on the Housing Ombudsman’s website here: https://www.housing-ombudsman.org.uk/landlords-info/complaint-handling-code/

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!