When a complaint is raised, it will be dealt with through our complaints procedure.
A stage 1 complaint
If you are unhappy about the way we have handled your request or are dissatisfied with the way we have delivered a service, you can make a Stage 1 complaint.
By law, we must:
- acknowledge your complaint in 5 working days of the complaint being received
- provide you with a full response in 10 working days.
We may contact you to discuss extending this if we need more time to get you a full response.
A stage 2 complaint
If you are unhappy about the way we have handled your Stage 1 complaint you can escalate the issue to a Stage 2 complaint.
If you would like to take your complaint further, please look at the bottom of your Stage 1 complaint letter for instructions.
By law, we must:
- acknowledge your escalated complaint in 5 working days of the complaint being received
- provide you will a full response in 20 working days.
We may contact you to discuss extending this if we need more time to get you a full response.
Housing Ombudsman
If you are still unhappy with the way we have handled your complaint, you can refer your concerns to the Housing Ombudsman. This will instigate a full investigation into your dissatisfaction and what went wrong.
You can do this at any time by using the contact details below:
Housing Ombudsman Service
PO Box 1484,
Unit D,
Preston,
PR2 0ET PO
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk
Our duties as a landlord
As a landlord we are accountable to two bodies regarding how we handle complaints relating to our services or properties:
You can take a look at our complaints handling performance through:
- Tenant Satisfaction Measures (TSM) | Brent Open Data
- Housing Management Complaints annual Report
- Housing Ombudsman Complaints Handling Code self-assessment
Improving complaints handling
We know that our complaints handling is not up to standard. In October 2024, we launched a project to improve how we handle housing management complaints.
As of April 2025 we have:
- created a new Housing Management complaints webpage
- heard from 135 residents (via survey) about their views and experiences
- launched an internal campaign to ensure staff take dissatisfaction seriously and make is easier for residents to get a formal complaint case investigation
- commenced system changes to improve our complaints record keeping and performance reporting
- strengthened our training and guidance for complaint handlers