The Social Housing (Regulation) Act, which came into force on 1 April 2024, requires us to measure satisfaction on a whole range of measures which you should have seen in your recent residents’ survey. Included in this is one which asks: “How satisfied are you with your landlord’s approach to complaint handling?” and only 47 percent of our residents responded that they were satisfied, so we’re working hard to improve this. This and other data collected can be found on the Resident Information section. 

Last month, we let you know that the launch of the Act has meant there are some changes to the complaints process.

What’s the same?

  • At Extra Care schemes where care is not provided by Housing 21, and you wish to make a complaint, you will need to take this to the care provider which we can provide support with if needed.
  • If you raise something that you’re dissatisfied with for the first time, we will try and put it right as soon as possible. If you’re not happy with how we have handled the issue, then you can make a complaint about this and equally, if you’re not happy with how we propose to handle an issue, you can also make a formal stage one complaint.
  • If you’re raising something you are dissatisfied with for the first time, we call this a service request.
  • A stage one complaint will be acknowledged within five working days of you raising it and responded to within 10 working days, unless there is a reason to extend up to a further 10 working days.
  • The second, and final, stage two complaint will be acknowledged in the same timescale, within five working days and responded to within 20 working days unless there is a reason to extend, which is now up to a further 20 working days.

What’s different?

  • As highlighted in our last update, we no longer have an informal complaint stage. If you aren’t satisfied with something we have or haven’t done, then you can make a formal stage one complaint if you wish.
  • The period of time that a complaint can be made is now 12 months from the time it happened, or from when you became aware of it, rather than six.
  • The period of time that we can extend a stage two complaint response by is now 20 working days rather than the previous 10.
  • The way that we report back to the Housing Ombudsman has now changed and has been brought in line with how we report back to our Regulator.

If you would like to know more, or join our Resident Complaint Panel, please take a look in the Resident information section on the website under Complaints.

Please speak to your scheme manager for further information or email us at

You can contact the Housing Ombudsman for advice at any time, however they will ask that you have been through our complaints process if you would like them to take on a case for review. Their contact details are:

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