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Complaints

Your Place works hard to ensure that things are right the first time round, but sometimes we get it wrong. We are committed to dealing with complaints in an appropriate and timely manner, and to ensure people know how to make a complaint.

When to Make a Complaint

You can make a complaint if:

  • An issue has occurred within the past 12 months.
  • You are dissatisfied with the time taken to resolve it.

For a complete list of matters not considered complaints, please refer to our complaint policy.

How to Make a Complaint

You can submit your complaint through the following methods:

  • Complaint Form: Available at the front desk, lounge, staff offices, and Community Hub or please complete the form at the bottom of this page
  • Email: tell-us@your-place.org.uk
  • Phone: 0207 476 6062
  • In Person: Speak with any staff member or book an appointment with your keyworker or housing officer for assistance.

What Happens After You Complain?

We follow a two-stage process in line with the Housing Ombudsman Complaint Handling Code 2024

  • Stage 1 – We will acknowledge your complaint within 5 working days. A full response will be provided within 10 working days. If more time is needed due to complexity or staff absence, we will inform you of the extended timeline.
  • Stage 2 – If you are not satisfied with our Stage 1 response, you can escalate your complaint within 15 working days. This will be reviewed by a different staff member.  We will acknowledge this escalation within 5 working days and provide a full response within 20 working days.

It’s important to note

On some occasions, we may need more time depending on the nature of the complaint. We’ll let you know if that’s the case

You have rights to approach Housing Ombudsman at any stages of the complaint to seek advice or guidance.

Housing Ombudsman Contact Information

Website: www.housing-ombudsman.org.uk

Email: info@housing-ombudsman.org.uk

Phone: 0300 111 3000

Mailing Address:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET

In the unlikely event that it has not been possible to resolve the issue directly with Your Place, you are able to contact the following organisations, depending on the nature of your complaint. For example:

We will only use the personal information you provide in relation to your complaint. For more details on how we use and protect data please see our privacy notice.

Click here to view our Complaints and Feedback Policy for Residents and Housing Services

Click here to view our Housing Ombudsman Complaints Self-Assessment Form

Click here to view our Annual Complaints Performance and Service Improvement Report April 2023 – March 2024

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Submit a Complaint

Please use the form below to submit a complaint