Ombudsman’s Complaints Handling Code

Customer satisfaction is one of our most important business priorities. We have set ourselves tough corporate objectives for improving this. We are making progress on this journey but recognise that sometimes our services have not been good enough and that residents have had cause for complaint. However, welcome complaints and value the opportunity to investigate, apologise and put them right. We recognise the valuable role customer complaints can play in helping to deliver the highest levels of customer service and satisfaction. They help us to understand what we’ve got wrong and allow us to learn and improve our services for all customers. 

We welcome the new Ombudsman’s complaint handling code. We have worked with input from the Housing Ombudsman on improvements.

Our Resident Scrutiny Panel has been an active partner in this. It reviewed our complaints performance against the new Ombudsman’s code and the results of this are published here.

We support how the Ombudsman is actively involving residents in its service and have promoted opportunities to be involved in this to our residents


How to make a complaint

Complete the online form below.

Report a repair here

Report an ASB case here


The complaints process

When you make a complaint, we will:

  1. Acknowledge within 2 working days
  2. Investigate what hapened
  3. Respond within 10 working days
  4. Explain your right to internal review

You can request an internal review afterwards.

We will also:

  1. Check that we've followed our policies
  2. Check that we responded correctly
  3. Explain your right to external adjudication


Examples of complaints:

»We have failed to respond to your initial enquiries

»Our staff or contractors were unhelpful or were not polite

»We gave unclear, misleading or unsuitable advice

»Our services were not to a good standard and we did not rectify this

»The length of time taken to provide a service and resolve an issue exceeded our service promise

»Failure to keep you informed of a decision we made.

If we log your enquiry as a formal complaint, we’ll get back to you within two working days via email. We will respond fully to your complaint within 10 working days. If we need more time to carry out an investigation, or to gather more information, we will let you know.


Who can complain?

Anyone who uses or receives a service from Shepherds Bush Housing Association can complain. 


What is not covered by the Complaints Policy

We will not log your enquiry as a formal complaint if it is about:

»A repair, provision of service or action, if the target completion date has not yet passed

»A request for information

»A first-time service request

»Neighbour disputes (please read our Anti-Social Behaviour policy). We will check if our ASB policy and process has been followed correctly.

»A problem that you have known about for over six months before making a complaint about it

»Legal action which you are currently taking against us and which has to do with an same complaint you have made

»Service charge disputes


Complaints Policy

Read our Complaints Policy here: Complaint Policy [pdf] 201KB

Tell us now

Let us know about an issue by completing the below form.

Report a complaint

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