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.

    How to make a compliment or suggestion 
    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. Please complete our online compliment or suggestions form or send an email directly to

    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. You can submit a complaint by:

    • calling our Customer Information Hub on 0300 123 9966 or speaking to any member of staff
    • filling in the online complaints form
    • emailing
    • fill in a complaints form at any local office or simply write to us at: 

    Atelier House 
    64 Pratt Street 
    London NW1 0DL.

    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. We're currently working on a new complaints policy, which we will launch in February 2019. 

    Anti-social behaviour issues
    Anti-social behaviour (ASB) is not managed under our formal complaints procedure. If you are experiencing ASB please fill in our ASB reporting form or email us on You can also call us on 0300 123 9966.


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