Complaints – tell us when things go wrong

The Government has launched a new ‘Make Things Right’ campaign which will help social housing residents to raise complaints if they are unhappy with their landlord and are struggling to get their problems resolved.

Published: 13/03/2023

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We always try to do our best but recognise that we don't get things right every time. If you have reported an issue and it hasn’t been fixed, it’s now easier to make things right.

It is important that we know as soon as possible when things have not gone so well. This is so we can investigate what has happened and take action to put things right if needed.

When you let us know that something has gone wrong, there are two routes that you can take, depending on whether you are looking for us to focus on simply trying to resolve an issue (we refer to this as ‘service recovery’), or whether you want us to investigate it as a formal complaint. 

You can also find out more about how we handle complaints in our complaints policy (pdf 139kb).

National campaign

The ‘Make Things Right’ campaign aims to ensure more social housing residents who need support know how to make a complaint.

It is based on the idea that everyone deserves a home that is safe, secure and well maintained, and anything less is unacceptable. If you have reported an issue and it hasn’t been fixed, it’s now easier to make things right.
The campaign sets out the steps of the complaints process that you can take if you are unhappy with our service.

This toolkit provides materials which you can use to spread the word among residents about how to make complaints, including by signposting to www.gov.uk/social-housing-complaints for advice.

Visit the Make Things Right campaign website.