Complaints & Compliments

How to make a complaint

Make a complaint online by clicking here.

Alternatively, submit a complaint via email by messaging:

Alternatively, you can call our switchboard on 020 8680 7532  and ask to speak to someone from the Customer Investment Team. 

Leave a compliment

Happy with how we’ve handled something? We’d love to hear from you!

You can complete our online form or let us know by calling our switchboard on 020 8680 7532 and ask to speak to someone from the Customer Investment Team, emailing the Customer Investment Team on

How are we doing?

Each year, we report on how many complaints we have received and their outcome. To see how we are currently doing, please refer to the tables below.

Total number of complaints received1061918
Number of complaints received per 1000 units6.53.912.412
% complaints resolved within agreed timescale (target 95%)100%100%89%95%
% complainants satisfied with complaint handling50%67%n/an/a
Number of compliments received7321
Partially upheld0154
Not upheld1021
Complaint type Q1 + Q2UpheldPartially upheldNot upheldOngoingCancelledTotal
Repairs & maintenance14100015
Customer service000000
Tenancy management301015
Estate services000000
Other services000000
Complaint type Q3 + Q4UpheldPartially upheldNot upheldOngoingTotal
Repairs & maintenance2064333
Customer service10001
Tenancy management00000
Estate services03003
Other services00000
Total number of complaints received673638
Number of complaints received per 1000 units442434
% complaints resolved within agreed timescale99% (target 95%)87% (target 95%)98%
% complainants satisfied with complaint handling63% (target 85%)100% (target 85%)60%
Number of compliments received201428
Partially upheld111719
Not upheld5415
Complaint type 2021-2022UpheldPartially UpheldNot UpheldOngoingCancelledTotal
Repairs & maintenance39832430
Customer service221005
Tenancy management000000
Estate services311005
Other services000011
Complaint type 2020-2021Stage 1Stage 2PanelOmbudsmanTotal
Repairs & maintenance1972230
Customer service02103
Tenancy management01001
Estate services10001
Other services10001