Complaints

We make mistakes from time to time, and value the opportunity to investigate, apologise and put them right. We aim to be the best in London, and recognise the valuable role which customer complaints can play in helping to deliver the highest levels of customer service and satisfaction.

You can read our complaints policy on our policies page.

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Ways to complain

You can complain:

What to expect

You can make an official complaint about an issue.

We will:

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

You can request an internal review afterwards.

We will:

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

Customer complaints improvement panel

Following on from your Big Conversation feedback, Resident Voice and the Service Improvement team carried out a review of the complaints process. We're now implementing a new policy and procedure. 

As part of the new policy, we've established a Customer Complaints Improvement panel. The panel will meet on a quarterly basis, and we're seeking two tenants and a leaseholder to join.

The panel will review processes to ensure that we're learning from our mistakes, and that we've considered appropriate changes to our operating practices. The panel will also look at performance targets and trends.

RV has developed terms of reference for the panel and a guide outlining the skills you'll need as a panel member.

Want to join? Please contact us at customer.service@sbhg.co.uk for more details.