Compliments and complaints
Things sometimes go wrong. When they do, we want to put them right quickly and fairly and learn from what happened.
This page explains how to make a complaint, what to expect, and how to give us a compliment.
Say thanks
Want to recognise a member of staff or team who did a great job?
Give a compliment
Fill in our simple online form.
Clock Completing this form takes around 5 minutes
Give a complimentAfter your submission
We'll acknowledge your compliment and pass it on. The staff member or team will receive recognition for their good work.
How to make a complaint
- Online: Complete the Online complaint form
- Phone: Call 01484 414886 (Customer Support and Information Team)
- In person: Speak to any Homes and Neighbourhoods staff member
- In writing: Homes and Neighbourhoods, PO Box 1720, Huddersfield, HD1 9EL
- Social media: Send a private message to us on Facebook
What happens next
Stage 1
We'll acknowledge your complaint within five working days. We'll investigate and send you a written response within 10 working days.
Stage 2
If you're not happy with the outcome, you can ask for a Stage 2 review. Let us know within 4 weeks of receiving your Stage 1 response.
A manager will review your complaint and send you a written response within 20 working days.
If you're still not satisfied
If you're not happy with how we handled your complaint, you can contact the Housing Ombudsman for an independent review.
- Online: Housing Ombudsman online form
- Phone: 0300 111 3000
- In writing: PO Box 1484, Unit D, Preston, PR2 0ET
A complaint is when you tell us you're unhappy with something we've done, not done, or how we've handled something.
Some things fall outside our complaints process:
- First-time service requests. For example, reporting a repair for the first time (this is a service request, not a complaint)
- Matters already going through legal action, court proceedings, or insurance claims
- Requests for information, or challenges to decisions made through separate legal processes (such as housing allocations or homelessness decisions)
- Neighbour disputes that need mediation rather than a complaint investigation
- Issues we've already investigated and closed, unless you have new evidence
- Anonymous complaints, unless they raise a safeguarding or safety concern
If we can't accept your complaint, we'll write to you to explain why.
We treat everyone with respect and expect the same in return. If someone is abusive or threatening towards our staff, we may need to change how we communicate with them. For example, by limiting contact to written correspondence. This won't affect your right to complain or the outcome of your complaint.
We're committed to learning from complaints and using your feedback to improve our services. You can find out more about how we listen to and learn from complaints on our How we are performing page.
The Housing Ombudsman sets the rules for how landlords handle complaints. We follow their Complaint Handling Code, which makes sure complaints are dealt with fairly and within clear timescales.
- Homes and Neighbourhoods Complaints Policy
- Homes and Neighbourhoods Redress Policy
- Complaints Handling Code Self Assessment
- Homes and Neighbourhoods Annual Complaints and Service Improvement Report 2025
- The Joint Complaint Handling Code from the Housing Ombudsman and Local Government and Social Care Ombudsman
