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Housing Complaints

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.

This could be about:

  • A failure or delay in delivering a service
  • Providing a poor quality service
  • Concern about the attitude or behaviour of a member of our staff
  • A failure to follow Council policies or procedures
  • Concerns about alleged fraud or corruption

How to complain

Please see the complaints page for full details:

How to make a complaint

How the Housing Ombudsman service can help you

Waverley Housing is registered with the Housing Ombudsman Service. Their website provides useful information about understanding and navigating the complaints process. They have videos, fact sheets and frequently-asked-questions which can be of help. Their service is free and impartial.

The Complaints Handling Code

The Housing Ombudsman published its Complaint Handling Code in July 2020. The code outlines what you can and should expect from us as your landlord when you complain.  

A key part of the code is for us as your landlord to annually self-assess our performance against the code: Our 2021/2022 assessment