Our complaints policy and what the government's ‘Make Things Right’ Campaign means for you 

You may have seen the government’s recent ‘Make Things Right’ campaign advertised. This provides important advice about what social housing residents should do if they are unhappy with the the service they have received. We wanted to share some information about the campaign, and how our own complaints and repairs process works. 

What is the ‘Make Things Right’ campaign?

The government’s campaign is about raising awareness of the complaints process for social housing residents. It explains that if you’re unhappy with the service you’ve received, you should make a complaint to your landlord first. If you’re unhappy with the decision, you can contact the Housing Ombudsman. Find out more about the campaign.

How do I make a complaint?

It's important to us that when you think we've got it wrong, we're able to put matters right as quickly as possible. Find out more information about our complaints process, including how to contact the Housing Ombudsman if you are still unhappy.

Is there a difference between reporting a repair and making a complaint?

Yes. Reporting an issue in your home which needs to be repaired is not a complaint. However, if we don’t resolve the issue satisfactorily after you have reported it, or you’re unhappy with our service, you can register a complaint to let us know.

Find out more about our repairs and maintenance offer.

Like the ‘Make Things Right’ campaign, we too want social housing to be ‘safe, secure and well maintained’. That’s why over the next 15 years we’ll be investing around £3bn in the safety, quality and environmental efficiency of residents’ homes through our Major Works Investment Programme.