Complaints

Complaints

If something hasn't gone well, please give us the opportunity to put this right.

If you're asking us to do something—like repairing your home or investigate antisocial behaviour—this is a service request.

We won't uphold complaints that are service requests. 

A complaint is when you're unhappy with how we've handled something, or the quality of service you've received.

 

Tell us what the issue is

Let's get that fixed

It sounds like you need a repair. Click here to report a repair or problem on your estate.

But you can still raise a complaint if you're not happy about the way we've handled something. To do this, press 'Next'.

You need our neighbourhood team

This sounds like something for our Neighbourhood team, but we need to narrow it down a bit more. Click here to go to our dedicated section on neighbour issues.

But you can still raise a complaint if you're not happy about the way we've handled something. To do this, press 'Next'.

We're here to help

From repairs in your home to cleaning on your estate - we're here to help. Jump on our live chat here to speak to us.

If you're unhappy with our service and would like to make a complaint, please click "Next".

How the process works

Complaints flow diagram

Expand this image. If this image isn't showing, please scroll down.

  1. You contact us with your complaint.
  2. Stage 1: if you don't feel we've resolved it, let us know and we'll do a full investigation (we'll confirm we're working on it within 5 working days, and try to finish our investigation in 10 working days).
  3. Stage 2: let us know if you're not happy with our investigation and we'll get a senior manager to review and investigate further (we'll confirm we're working on it within 5 working days, and try to finish our investigation in 20 working days).
  4. This is the end of our process. But, if you're not happy with the outcome, you can make a complaint to the Housing Ombudsman. (You can contact them at any point during your complaint.)

If you can't use the form above, you can still make a complaint. You can...

The Ombudsman is, simply, someone who investigates complaints.

They can make an independent and impartial decision on a complaint and are there to make sure everyone gets fair treatment.

They resolve complaints as quickly as possible and suggest most appropriate outcome based on the evidence they see. You can find out more about their service here.

You can contact them about your complaint at any point.

Click here to go to their website

But we'd like the opportunity to try to put things right in the first instance. If you've gone through our process and aren't happy with the final outcome, then you might want to contact the Ombudsman for to investigate our response.  

The Housing Ombudsman's service is free.

Related Links

Make a complaint with the Housing Ombudsman
Read our Complaints Policy in full
Have your say in B3Living decisions
Complaint Handling Code - how we did
Annual complaints report