Get in touch – we’re here to help

This is all part of our commitment to improving the way that we engage and communicate with tenants and leaseholders in order to make it more convenient for you to get in touch with us.

We plan to introduce a single point of contact for all housing queries – to make it even quicker and easier for you to reach us about anything housing-related. Check out the next issue of Tenants’ Link for more details on this.

Remember, you can quickly access lots of our services online at the touch of a button such as reporting non urgent repairs, paying your rent, or making a change to your tenancy. These facilities are available on our website 24/7.

If you have a comment, query, or suggestion about any aspect of the housing service there are lots of ways for you to make your voice heard. You can join one of the several formal groups and panels that meet regularly to feedback straight to senior management, volunteer as a Tenant Inspector to put our services under the spotlight, sign up as a Street or Block Rep to raise concerns in your neighbourhood, or join your local Tenants Association. For more details email or call our Tenant Engagement and Participation team on 023 8083 3185, or chat to your Local Housing Office or Neighbourhood Warden.

Making it easier for you to contact us and make your voice heard is just one element of how we are responding to feedback from the Tenant Satisfaction Measures survey. The questionnaire also asked for your opinions on your home and neighbourhood, building safety, how we engage with residents, and how we handle complaints. These satisfaction measures form part of new government guidelines on how all social housing landlords should be assessing and reacting to tenant feedback.

We will be publishing the results of the survey later this year – check out future issues of Tenants’ Link for details on this including our future plans for further improving the housing service to better meet your needs.

Social Housing Issue? Know your rights, know how to complain

Everyone deserves a home that is safe, secure, and well maintained.

If you live in social housing, your landlord is responsible to fixing issues, including damp and mould, leaks, broken locks or changes you need to your home if you’re disabled. They can also help with anti-social behaviour, like noisy neighbours.

Know the steps to get an issue fixed

• Step one - Report it to your landlord. Then, if it is not fixed...
• Step two - Complain through your landlord’s complaint process, and if you’re not happy with the final response from your landlord...
• Step three - Escalate your complaint to the Housing Ombudsman

Advice about contacting the Housing Ombudsman

The Housing Ombudsman is impartial, will investigate fairly and can order your landlord to take action.

Once the Housing Ombudsman has ruled against a landlord, they must show they are taking action within 6-8 weeks.

Last year, the Housing Ombudsman ordered landlords to pay over £1million in compensation to residents.

Know your rights, visit GOV.UK Social Housing.