Making a Complaint

Please help us to make things better for you.

One Housing Group welcomes complaints as a way to improve service delivery.

A complaint is when you are dissatisfied with a service you have received or with how you have been treated by a member of staff or one of our contractors. You can make a complaint in writing by post or email, by phone or in person.

 If you need help making your complaint you can nominate someone to act on your behalf, such as a friend, a tenant representative or the Citizen's Advice Bureau 

We are currently working with residents on improving our complaints service. If you have any suggestions on how you think it could be improved please send them to solutionsbox@onehousinggroup.co.uk

What happens when you make a complaint?
 
We will send you an acknowledgment letter to let you know we are dealing with your complaint. The letter will tell you who will be investigating your complaint and the date by which they will respond in writing to inform you of what action will be taken. Following investigation you will then receive a response letter detailing the resolution and outcome of your complaint.
 
To make a complaint please refer to the section below that is applicable to you. If you are unsure about which section this is please contact your housing or support officer. Please note, One Support customers should refer to the information for Toynbee Residents.
 
For more detailed information on the complaints procedures for each association, please click here. 

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