Making a complaint

We genuinely welcome any feedback about our employees and services. In the first instance if you have feedback about our housing or care services you should contact your Court Manager, Housing Manager or Housing and Care Manager.

You can write, telephone, email or speak in person to the local manager; there is no requirement to fill in a form. Contact details are available on the individual scheme pages.

More information on providing feedback and our complaints procedure is available here. If you need any help or advice on the complaints policy, you can contact the Complaints Helpline.

Phone: 0303 123 1622
Send us an email 

Please note that our operating hours are 9:00am to 5:00pm, Monday to Friday.

You can also write to:

Housing 21 Complaints
Tricorn House
51-53 Hagley Road
B16 8TP

How we handle complaints

There is a requirement for all social housing landlords to comply with the Housing Ombudsman Service Complaint Handling Code, which we must self assess against on an annual basis. We consult each year with our Resident Complaints Panel and you can see the latest version here. 

Complaints are dealt with by local management who have the knowledge and experience to respond to you. In the first instance, you should contact your Court or Scheme Manager. This is known as an ‘informal complaint’ with responses given within ten working days. If this does not resolve the complaint, or it is too complex to be dealt with informally, then the next step would be ‘Stage One complaint’, as part of our formal complaints process. 

The relevant line manager will contact the complainant to discuss their complaint and formally acknowledge with an agreed description of the complaint and preferred outcome within five working days. The complaint handler will then respond within the next ten working days. If the complaint falls under a different policy such as anti-social behaviour and nuisance, then the complainant will be informed.

If a complainant is not satisfied by the outcome of a Stage One formal complaint, they can ask to escalate to ‘Stage Two formal complaint’. This will be undertaken by the Managing Director of Service and will be acknowledged within five working days and completed within the next 20 workings days.

In all cases, where a formal complaint response cannot be undertaken within the timescales, an extension will be agreed with the complainant – usually ten working days. 

Further details are available on our guidance pages.

You can access this information via your court or scheme manager.

Summary of complaints process

  • Informal complaint - Contact your Court or Scheme Manager
  • Response within ten working days
  • Stage One formal complaint
  • Acknowledge within five working days
  • Formal response within ten working days of acknowledgement
  • Stage Two formal complaint
  • Acknowledge within five working days
  • Completed within 20 working days of acknowledgement

Complaints and Compliments Policy and Procedure 2023

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