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Housing complaints procedure

What happens when you make a complaint.
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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

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.

Response times are slightly longer than usual due to COVID-19. This is reflected in the times below.

Stage 1

Once we have received your complaint, a service manager will investigate and send you a response within 20 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 write to you within 25 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 send a response to you within 20 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

If you are not satisfied at the end of stage three, you could refer your complaint to the Housing Ombudsman. It is a free service.

You can approach a ‘designated person’ who can suggest solutions, provide advice or act as advocate for you. A ‘designated person’ is an MP, local Councillor or a tenants’ panel and they have the power to refer your complaint to the Housing Ombudsman. However, they must have your written permission.

Alternatively, you can go to the Housing Ombudsman eight weeks after going through all stages of our process (this does not apply to leaseholders who can go to the Housing Ombudsman straightaway after receiving their stage three response).

Housing Ombudsman Service, 81 Aldwych, London WC2B 4HN

Tel: 0300 111 3000

Email: info@housing-ombudsman.org.uk

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.