If you're reading this page you're probably frustrated with us, but before you make a complaint, we ask that let us try and put things right.

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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

We want to make it as easy as possible for you to make a complaint if you need to. You can either:

  • Give us a call
  • Use your My PA account
  • Email us
  • Write to us
  • Complete an online complaint form

Start your complaint online

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.

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What happens next?

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

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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What if you're still not 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 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.

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.

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This service is only available to customers living in the London Borough of Richmond

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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