There are 3 complaints processes:
Make sure you follow the right process. Using the wrong one could delay our response.
Homes England complaints
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
- 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 customer has indicated that they have, or 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
Making 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 submit a complaint via our online complaint form or via this downloadable version. Do not use this form for Help to Buy or Help to Build complaints.
You can also 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.
Telephone: 0300 1234 500
Information Governance Team (Complaints)
50 Victoria Street
What happens next
Our complaint procedure is made up of 3 stages.
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.
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 ‘Making a complaint’ section above.
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.
Help to Buy complaints
Help to Build complaints
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.