If you're reading this page you're probably frustrated with us, so we want to share some information about our complaints process.
We define a complaint as:
"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.”
If you need help please get in touch
You can either:
- Give us a call
- Send us an email
- Write to us
- Using your My PA account
- Speak to a member of staff in your neighbourhood or at our offices
We’ll try to help residents resolve any issues as soon as we can, so we can get back on the right track.
Making a complaint
If you have already tried that but feel that this hasn’t worked for you, the best next step is to complete an online complaint form using the button below. This will send you an auto-acknowledgement, so you know we've received it.
You can have an advocate
If you’d rather not make a complaint yourself, you can ask someone else to make it for you. This could be your MP, a councillor or perhaps your Neighbourhood Champion or one of our Involved Residents. If you’d like to do this, just ask us.
What happens next?
Stage 1
10 days
We'll acknowledge your complaint within 5 working days (usually 48 hours) to tell you we’ve got your complaint.
We’ll investigate your complaint to find out what has gone wrong and how we can fix it. We’ll report back what we’ve found out, what we’re going to do to put it right, and we’ll say sorry.
Hopefully at this stage, you're happy with the outcome and we can close your complaint.
Stage 2
20 days
If not, we continue to the next stage. Like Stage 1, we will acknowledge your escalation to stage 2 within 5 working days (usually 48 hours).
We’ll re-investigate your complaint again and involve the next level of management, usually a Director for their perspective.
We’ll report back with what we found out, we'll say sorry, and we'll let you know what we’re going to do to put it right.
Complaint closed
By now, we hope we’ve reached a resolution and you’re happy for your complaint to be closed.
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Complaints Policy
pdf | 210Kb
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Compensation Policy
pdf | 181Kb
What if you're still not happy?
Contacting the Housing Ombudsman
The Housing Ombudsman are there to support you if you're not happy with the outcome of your complaint with us. They will carry out an independent review of how we handled your complaint and make recommendations if we could have done things better.
You can contact them directly at any time.
- 0300 111 3000
- [email protected]
- www.housing-ombudsman.org.uk
- Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET
- The Ombudsman also has live chat on their website
Complaint Handling Code
The Complaint Handling Code became statutory on 1 April 2024, meaning that landlords are obliged by law to follow its requirements. The Code aims to achieve best practice in complaint handling and ultimately to provide a better service to residents.
Here is our report on complaints performance as well our response to the latest self assessment
Annual Complaints and Service Improvement Report 2023-2024
Annual Self Assessment 2023-2024
Governing Body Response 2023 2024
If you have any feedback about this self-assessment or would like to get involved in reviewing our complaint process, please let us know by emailing [email protected].
More detail on the updated complaint handling code can be found on the Housing Ombudsman Website.
Do you live in the London Borough of Richmond?
If so, you can access their Tenant's Champion service. Whether you're a tenant or leaseholder who rents or leases your home from a Housing Association in the borough, they can offer you help and support if you need to complain.
Sometimes things don’t get resolved to your satisfaction straight away so the first step would be make sure you’ve raised an official complaint to us at PA Housing.
If you are still not satisfied, you can contact your local Ward Councillor for help. However, some issues may be more complex, or be something that keeps occurring, or may affect many people - and it is here that the Tenants’ Champion can help.
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