Complaints
The Housing Ombudsman defines a complaint as:
“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”
We hope you never have reason to raise a complaint with us. But if you do, complaints can be made:
- In person to your Scheme Manager
- Over the phone to your Scheme Manager or by calling our complaints line: 0303 123 1622
- In writing to:
- Freepost RTJE-LEHY-SGLJ
Housing 21 Complaints
Tricorn House
51-53 Hagley Road
Birmingham
B16 8TP
- Freepost RTJE-LEHY-SGLJ
- By email
- Digitally by social media
(Please note that our operating hours are 9am until 5pm, Monday to Friday)
You have the right to have a representative accompany you to any meetings with Housing 21 linked to your complaint.
As per the Housing Ombudsman’s Complaint Handling Code, we will adhere to the following timescales when investigating your complaint:
Stage one:
- Acknowledged within five working days of being made
- Responded to within 10 working days of being logged
Stage two:
- Acknowledged within five working days of being made
- Responded to within 20 working days of being logged
A more detailed breakdown of the complaints process can be found on our Timescales For Complaints page
You can find advice from the Housing Ombudsman on how to make a complaint on their website.
You can also seek advice from the Housing Ombudsman at any point in the complaints process, but they won’t be able to take up a case for you until you have had a response at stage two, and completed our complaints process.
