General news
The Housing Ombudsman defined 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 welcome your feedback anytime.
In the first instance if you have feedback about our housing or care services you should contact your Local 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 our individual scheme pages.
At Housing 21 we want to ensure you’re happy living with us and with the services you receive which is why we encourage you to provide feedback and get involved in decisions that affect you and where you live.
We’re always keen to hear about things that are going well, but just as important is understanding where things are less than satisfactory and areas where we can improve which is why we genuinely welcome any suggestions or comments you may have.
You can feedback on your experiences – both good and bad – by writing, telephoning, emailing or speaking to your local manager in the first instance. Alternatively, you can be part of our Residents' Complaint Panel.
At Housing 21 we view complaints as an opportunity to learn and to improve our services. We hope you never need to make a complaint, but if you do, we will investigate it in line with the Housing Ombudsman’s Complaint Handling Code.
There are different ways you can make a complaint to us:
- In person or over the phone to your local manger
- Calling our complaints line: 0303 123 1622 (operating hours are 9am to 5pm on weekdays)
- In writing:
Freepost RTJE-LEHY-SGLJ
Housing 21 Complaints
Tricorn House
51-53 Hagley Road
Birmingham
B16 8TP
You can find advice from the Housing Ombudsman on how to make a complaint on their website.
We love getting compliments to help us understand when things are going well.
In the first instance if you have feedback about our housing or care services you should contact your Local 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 our individual scheme pages.
Requesting a repair
When requesting repairs Housing 21 is responsible for those required in either your home or communal areas. You will need to speak to you local manager.
If the problem arises when they are unavailable you can find contact details for an alternative manager on your noticeboard. Alternatively you can use your Appello tablet to do this.
You will need to provide the following information:
- Your name, address and daytime telephone number
- Type of repair required
- Details of the issue, including the make and model of any appliance and size of any leak
- Location of the repair eg. bathroom
- When you will be at home so we can arrange an appointment
Complaints timeline
Find out more about the two-stage complaints process and the timescales involved
Resolving complaints
If we are found to be at fault for a complaint, find out the different ways we can put things right
Complaints Policy
Our Complaints Policy adheres to the Housing Ombudsman's Complaint Handling Code
Complaints reports
Find out more information on our performance on complaints.
Interested in joining our complaints panel?
If you are unhappy with any aspect of your home or the services provided and want to make a complaint, you can find out more about the process, including contact details, timescales and what to expect below.
If you are a resident at one of our Extra Care schemes then you can leave feedback on the quality of the care you receive, whether it's good or could be improved, by sending it to the Care Quality Commission (CQC).
