For you

Feedback and suggestions

We aim to provide high quality services across all of our work. But sometimes things can go wrong and we don't do as well as we should. If this happens, please tell us so that we can try to put things right. We're committed to dealing with complaints quickly, fairly and effectively. We also welcome positive feedback such as compliments and suggestions you have for making our services better.

Make a complaint
When things go wrong and we don't deliver the service we promise, please let us know so that we can put things right.

Give feedback
We welcome positive feedback such as compliments and suggestions you have for making our services better. Please also let us know if one of our staff has gone the extra mile to help you.

How to make a complaint
You can submit a complaint by:

  • calling our Customer Contact Centre on 0300 123 9966 or 020 8821 5300 or speaking to any member of staff
  • filling in the online complaints form
  • emailing complaints@onehousing.co.uk
  • faxing to 020 8821 5251
  • completing a complaints form at any of our local offices or simply write to us at:

Complaints
Suttons Wharf South
44 Palmers Road
London E2 0TA

When you make a complaint, please tell us what you would like as an outcome or resolution so we can fully understand and investigate the issue and provide a satisfactory response.

How to make a compliment or suggestion
Please complete our online compliment or suggestions form or send an email directly to solutionsbox@onehousing.co.uk

Anti-social behaviour issues
Anti-social behaviour (ASB) is not managed under our formal complaints procedure. If you are experiencing ASB please use our separate online ASB reporting form or email the ASB team reportasb@onehousing.co.uk. You can also call our Customer Contact Centre on 0300 123 9966 or 020 8821 5300.