Comments and complaints

Your comments are important to us. We would like to hear if you have a compliment, a complaint or a suggestion about our service. You can do this by writing to, phoning, emailing or visiting the Foundation’s office. Click here to link to contact details.

We want you to tell us when we:

How do I make a complaint?

Before you make a complaint, we encourage you to speak to the person you would normally deal with at the Foundation. Most problems can be sorted out quickly and easily in this way.

How we will deal with your complaint?

Complaints Policy

Stage One

Contact the Customer Services Assistant who will record the details of the complaint and make sure that the right person is dealing with it. Please give us as much detail as possible as this helps us to deal with it more quickly. Tell us what happened, when it happened, who was involved and what you want us to do about it.

Stage Two

If the complaint cannot be resolved informally to your satisfaction you will be assisted in completing a complaint form. You should receive a full reply within 5 workings days of receipt of the complaint, setting out what we will do. If your complaint is complicated, it may take longer to deal with. In these cases, we will regularly contact you to let you know how it is progressing, but will aim to respond within a maximum of 28 days.

Stage 3

If you are not happy with our reply you can ask for your complaint to go to the Chief Executive. The Chief Executive will respond within five working days.

What if I am not happy with the outcome?

If by the end of stage 3, we cannot sort out your problem to your satisfaction, you can ask the Housing Ombudsman to look at your complaint.

The Ombudsman is an independent 'watchdog' who can investigate for you if our complaints procedure has not put things right. You can contact the Housing Ombudsman at:

Norman House
105-109 Strand
London
WC2 0AA
Phone: 020 7836 3630
Low-rate phone: 0845 7125 973.

Please note that you have a right to lodge complaints of discrimination in the County Court on the grounds of race or gender.

Tenants also have rights under the Protection from Harassment Act 1997. There is a six month limit within which complaints must be made.

Further advice may be available from a solicitor or the Citizens Advice Bureau.

What happens if my complaint is upheld?

We will apologise and take steps to put things right and make sure that the situation does not happen again. We will tell you this in our written reply.