When you complain about our service, our first response is to try and put things right immediately, without the need for an investigation or a formal written response. If you simply want the issue resolved, your enquiry will be allocated to a case handler, who will contact you to agree on what we will do and confirm this to you in writing. We will then close the complaint.
Read our full complaints procedure here
Read our Housing Ombudsman’s Complaint Handling Code Self-assessment
How you can make a complaint
- By phone
- In person
- In writing
- Via an e-form on LBTH website (Formal complaints)
We have a two-stage complaints procedure. We will always try to deal with your complaint quickly. If your complaints are complicated or involve more than one service area, we may need more time to investigate. If we need more time, we will let you know why, and how long it will take.
