Make a complaint

We don’t always get things right, and that’s frustrating for you. Making a formal complaint means we will look into what’s gone wrong and sort it out.

The Housing Ombudsman describes a complaint as:

“an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”

You may feel let down by:

A service we should have provided
The standard of the service you have received
The way we’ve treated you
The attitude of one of our team
Or maybe we’ve not done something as our policies and processes say we should

These are examples when you might want to make a complaint.

When is something not a complaint?

Repairs: When something breaks, like a boiler, you should first report a repair rather than make a complaint. Report a repair

Anti-social behaviour (ASB) and nuisance noise: If you are a victim of ASB or nuisance noise, we will take your report seriously. We have a specialist team trained to help you. Report ASB and nuisance noise.

However, if you are unhappy with how we've handled your repair, ASB or nuisance noise report, please make a complaint.

Getting extra help

Please get in touch if you need extra help to make your complaint.

We can help with:

Information is available in other languages
Different formats are available, such as large print
Support if you have problems reading or writing
Interpreter or translator service available
Help to find independent advice

How to make a complaint

If you feel dissatisfied by something we’ve done you can make a complaint:

Online: Complete the online form
Call:  0345 141 4663
Write: FAO The Complaints Team, Home Group, One Strawberry Lane, Newcastle upon Tyne NE1 4BX
Speak to any Home Group colleague

You might want to ask someone to make a complaint for you. That could be a friend, relative or an advocate. Just as long as you have given them permission to do so.

Our complaints process tells you all about timings and what to expect when making a complaint.

Advice leaflets

Our complaints performance

We don’t always get it right. When this happens, we encourage customers to complain so we can sort things out and learn from mistakes we have made.

Complaints in numbers

Make your complaint online by completing the form below.

All fields marked with * are required. If you have any images about your complaint you can add them below.

What would you like to tell us? *

How would you like us to resolve your complaint? *

Add photos or videos (optional)

To help us understand the issue, attach up to 3 files in JPEG, PNG or MP4 format.

Drag and drop files here or click to upload

Please provide your details. We will normally contact you by phone, email or letter.

First name *

Last name *

Telephone number *

Email *

You need to provide a single address, even if your complaint covers more than one home.

Address line 1 *

Address line 2 *

Town/city *

Postcode *

Customer reference number (optional)

This is sometimes called your tenancy reference number. It's normally eight digits long and you can find it on My Home Account, annual rent statement, rent statement, service charge letter, rent update letter or direct debit letter.

Are there any residents with vulnerabilities or disabilities we need to know about? *

Some examples might be a physical or mental disability or someone over 65 in the household.

Before we contact you, is there anything you would like us to know?

This might include religious, cultural requirements, accessibility needs or times that you are not available.

Consent for storing the data submitted *

I consent to my submitted data being collected and stored. Please refer to our terms of use, privacy policy and cookie policy for more information.

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