Making a complaint

making a complaint

Our aim is to provide a high quality service that meets your needs, but if we fall short of our high standards, we want to hear from you. We will use what you say about our services to improve them.

We want to make complaining to us:

  • easy to understand
  • as quick as possible, with pre-set deadlines
  • fair
  • confidential
  • thorough

You may wish to ask someone to help you make the complaint, such as:

  • a friend or relative
  • someone from the Citizens Advice bureau
  • someone who supports you

If we agree your complaint is reasonable, we will try, as far as possible, to put you in the position you would have been in if things had not gone wrong in the first place.

We are currently updating our complaint policy. We are looking for residents to give us feedback on our new policy. Complaints are a valuable way of improving our services and dealing with anything that has gone wrong. Please contact us on 020 8795 5405 or to find out more on how you can be involved.