Making a complaint - Housing and Property Services

Sometimes despite our best efforts, things can go wrong. If things do go wrong, you can make a complaint. When you complain, we will:

try to deal with informal complaints made by phone, by email or face-to-face, and get back to you with the outcome, within one working day;
acknowledge formal complaints, in writing, within three working days of receiving them;
reply to formal complaints, in writing, within 10 working days of acknowledging them, dealing with the issues raised in your complaint. If we cannot finish our investigations by then we will write to you within 10 working days of acknowledging your complaint telling you when we will be able to answer your complaint, and
tell you when you make a formal complaint about your right of appeal and other ways of complaining that are open to you.