Complaints procedure

How to make a complaint about Homes England services.

Types of complaint

You can complain about the service we’ve provided.

Homes England will investigate complaints that concern:

  • Failure to follow Homes England procedures
  • Poor treatment from Homes England
  • Discrimination
  • Undue delays
  • Failure to comply with our service standards

Homes England are not able to investigate complaints that concern:

  • The service received from a housing association
  • The service received from a local authority
  • Matters that are the subject of police investigations or court proceedings or where the customers has indicated that they have, or have intend to, involve the police or commence court proceedings
  • The Freedom of Information Act, Environmental Information Regulations and Data Protection Act which are subject to different procedures

How to make a complaint

Complaints should be made no later than 3 months after you became aware of the problem or should reasonably become aware of it. Correspondence to escalate your complaint to the next stage within our procedure should also be made within 3 months upon receipt of our response letter.

You can write, email, telephone, or complain in person.

We will acknowledge receipt of your complaint within 5 working days and will respond to you within 20 working days.

Email: enquiries@homesengland.gov.uk

Telephone: 0300 1234 500

Write to:

Complaints, Legal Services
Homes England
50 Victoria Street
Westminster
London
SW1H 0TL

What happens next

Our complaint procedure is made up of 3 stages.

Stage 1

Your complaint at stage 1 will be investigated by the operating area to which your complaint relates to. The response will be issued with approval from the Director responsible for the operating area.

Stage 2

If you’re unhappy with the response received to your stage 1 complaint then you can escalate the complaint to stage 2 of our procedure. Your complaint at stage 2 will be investigated by a member of the Legal Services Team. You can escalate your complaint by using the communication channels in the ‘How to make a complaint’ section above.

Stage 3

If you remain unhappy with our stage 2 response then you can refer your complaint to the Centre for Effective Dispute Resolution, who will carry out an independent review.

If you are still not satisfied, you can ask your MP to take your complaint to the independent Parliamentary and Health Service Ombudsman to review the handling of your complaint.

Privacy notice

Homes England is committed to protecting your privacy and the security of your personal data. Please read our privacy notice to find out more about how we do this.