Complaints
We're sorry that sometimes we get things wrong, and when that happens, we want to put them right as soon as we can for you.
Here’s how you can ask us to make things right or, if we can’t, make a complaint.
Give us one more chance.
If you're reading this page you're probably frustrated with us, but before you make a complaint, we ask that you give us one more chance to get things right.
0300 123 2221
If you’d rather not, or you're still not happy, then it's time to get in touch with the Customer Experience team: our independent internal department who look after complaints.
Making a complaint
You can either:
-
Give us a call
-
Use your My PA account
-
Email us
-
Fill in a Complaint Form
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
Make a complaint
You can give us a call, send us an email, or fill in a complaints form online. Please provide as much specific detail as possible. Attaching photos will assist the investigation.
We’ll get back to you
We will 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.
Well get back to you,
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 Head of Service or Assistant Director for their perspective.
We’ll report back with what we found out during the new investigation, let you know what we’re going to do to put it right, and we’ll say sorry.
Complaint resolved*
By now, we hope we’ve reached a resolution and you’re happy.
*If we can’t agree at the end of Stage 2, the next step is to take your complaint to the Housing Ombudsman.
Contacting the Ombudsman
- 0300 111 3000
- www.housing-ombudsman.org.uk/residents/make-a-complaint
- [email protected]
- Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ
- Or the Ombudsman also has live chat on their website
Complaint Handling Code
The Housing Ombudsman has a complaint handling code to provide good practice for landlords. This was updated in April 2022. The aim is to improve awareness, greater access and response times and to support and enable landlords to respond to complaints effectively and fairly.
Here is our response to the latest self assessment
Positively , overall we are compliant with the code. However there are some areas we want to take more action on and these are highlighted in the self assessment.
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].
Click here to view the full code.
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.
This service is only available to customers living in the London Borough of Richmond
The Tenant's Champion service has published their Annual Report for 2021-2022 showing how they've helped residents of PA Housing and other social housing providers in the borough of Richmond.
