Putting things right


We aim to provide you with the best service but we recognise that sometimes things can go wrong. If this happens, we want to hear from you so that we can make sure we put things right as soon as possible and improve the way we deliver services to all of our customers.

How to raise a complaint

You can raise a complaint online or via email at corporatecomplaints@onehousing.co.uk. Alternatively, you can call 0300 123 9966.

Our complaints process

There are some instances where a complaint can be resolved quickly and without the need to log a formal complaint (Early Resolution). If this is the case, we will agree this with you and a member of our Resolution team will work with you to resolve the matter. We aim to agree a resolution with you within three working days. If we are unable to do this or you do not want to engage in early resolution your complaint will be logged formally.

Stage 1 – Investigation and resolution

We will acknowledge your complaint within two working days. We will tell you who the responsible investigating manager is and give you a complaint reference number. You will then receive a call from us to discuss your complaint, unless you have requested no telephone contact.

We will provide you with a response within 10 working days. If this is not possible, we will give you the reason for the delay and agree an extension date. This is usually an additional 10 working days.

Our aim is to resolve all complaints at Stage 1. However, if you’re unhappy with our response you can escalate your complaint to Stage 2 for a review by a senior manager. You should do this within 28 days of receiving the response via  email at corporatecomplaints@onehousing.co.uk.

Stage 2 – Senior manager review

We will acknowledge your complaint within two working days. Your complaint will be assigned to a senior manager not previously involved with the complaint; we will tell you who this person is. You will then receive a call from us to discuss your complaint, unless you have requested no telephone contact.

We will provide you with a response within 20 working days. If this is not possible, we will give you the reason for the delay and agree an extension date. This is usually an additional 10 working days.

We will then confirm that you have reached the end of our internal complaints process.

Next steps – If you remain dissatisfied

We hope to have resolved your complaint to your satisfaction by the end of our internal process. If, however, you consider that your complaint remains unresolved, you can ask any of the following to look at your case:

  • A Member of Parliament (MP)
  • A Local Councillor
  • A designated Tenant Panel where one exists.

They can help resolve the complaint with us or refer it to the Housing Ombudsman Service.

You can find contact details for local MPs and Councillors on www.writetothem.com.

Step 4 – Housing Ombudsman Service

You can also self-refer your complaint to the Housing Ombudsman Service (www.housing-ombudsman.org.uk or 0300 111 3000) eight weeks after you receive our final response.

Even if you decide to refer your complaint to the Housing Ombudsman, we would still be very happy to continue to try to resolve your complaint in the meantime.

The Housing Ombudsman does not consider all complaints and you may need to refer your complaint to another body.

Complaints about care services should be referred to the Local Government & Social Care Ombudsman (LGO) (www.lgo.org.uk; 0300 061 0614); or to the Care Quality Commission www.cqc.org.uk or 0300 0616161).

Your questions answered

Will someone contact me?

Yes, we will arrange for someone to call you to discuss your complaint.

How long will it take you to respond to me?

We will respond within 10 working days at Stage 1 and 20 working days at Stage 2. If we cannot do this, we will let you know the reasons why.

What if I remain dissatisfied?

If you consider your complaint remains unresolved following our response, you can ask a Designated Person (your local MP or Councillor, or a designated Tenant Panel, where one exists) to assist you or refer your complaint to the relevant external body for a review. We are keen to resolve your complaint so, if you think we may have missed something, you can call us to discuss further.

Can someone act on my behalf?

Yes. You will need to let us know in writing that you authorise this person to act on your behalf.

We have recently revised our complaints policy following the launch of the complaint handling code. This relates to all complaints made on or after 1 January 2021. Any complaints made prior to this will be managed in line with our previous policy.

You can also review here our complaint handling code self-assessment. Please get in touch with us if you have any questions about our complaints process. For more information about how we use, store and protect your personal data, please read our privacy notice.