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Housing complaints procedure

What happens when you make a complaint.

How to make a complaint

Council properties are managed on our behalf by Lewisham Homes and Regenter B3. If you have a complaint, you should contact the service you are unhappy with. 

Lewisham Homes

Regenter B3 

You can view a list of social landlords who own and manage social housing stock in the borough.  You should contact your landlord directly if you wish to make a complaint. 

Complaints procedure

Before making a complaint using the link below, please ensure you have already contacted the service and asked them to put things right.

Our complaints procedure has three stages. You will be contacted within two working days of receiving your complaint, and at each further stage, to let you know what will happen next.

Stage 1

Once we have received your complaint, a service manager will investigate and will aim to send you a response within 10 working days. The manager will let you know what we can do to resolve your complaint.

Stage 2

If you are unhappy with the response that you have received at stage 1, you can ask for your complaint to be reviewed. Lewisham Homes handle their own stage 2 complaints.  The Corporate Complaints Team in Lewisham Council handle Regenter B3 second stage complaints.  We will aim to write to you within 20 working days with the stage 2 complaint decision.

Stage 3

If you are unhappy with the response that you received at stage 2, you can ask the independent adjudicator to carry out a review of your complaint. The independent adjudicator will aim to send a response to you within 30 working days.

For all stages of the complaints procedure, there may be times when it may take us slightly longer to respond to your complaint. If this is the case, we will write to let you know when you will receive a response.

The Housing Ombudsman

You can contact the Housing Ombudsman about your complaint at any time during the complaints process, and they may be able to investigate how we dealt with the matter. The contact details for the Housing Ombudsman Service are:

Online complaint form
• Phone: 0300 111 3000
• Email: info@housing-ombudsman.org.uk 
• Postal address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

Housing Ombudsman Self-Assessment

In line with Housing Ombudsman requirements, we have completed self-assessments of our complaints process, alongside our partner management organisations, Lewisham Homes and Regenter B3. The assessments are available to view below.