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.

ComplaintsApril 20-21April 19-20
Total number of complaints received3652
Number of complaints received per 1000 units2434
% complaints resolved within agreed timescale87% (target 95%)98%
% complainants satisfied with complaint handling100% (target 85%)60%
Number of compliments received1428
Partially upheld1719
Not upheld415
Complaint type 2020-2021Stage 1Stage 2PanelOmbudsmanTotal
Repairs & maintenance1972230
Customer service02103
Tenancy management01001
Estate services10001
Other services10001