Making a complaint about us

At Newlon we aim to provide the best possible service. If you feel we have done something badly, for example not completing a repair on time or giving a poor response to a query, then we want to hear about it. We follow a strict procedure to investigate any complaints.

How to make a complaint

Email us at serviceresolution@newlon.org.uk.
Fill in our online complaints form.
Call our Service Centre on 020 7613 8080 and tell them that you wish to make a complaint.
Visit us in person at Newlon House or any of our other offices. If you wish to visit Newlon House please make an appointment by calling our Service Centre on 020 7613 8080 or e-mail serviceresolution@newlon.org.uk.

To help us deal with your complaint effectively please make sure that the information you provide to us is as detailed as possible.

If you have a complaint about your neighbours rather than our services then this is treated as anti-social behaviour (ASB). As a result you will need to report it the ASB team. You can find details about how to do this on our anti-social behaviour page.

You can read our complaints policy below.

Housing Ombudsman

The Housing Ombudsman Service (housing-ombudsman.org.uk) can offer support to residents making a complaint, and considers complaints that have exhausted our complaints process.

We have completed a self-assessment form which demonstrates our compliance with the Housing Ombudsman’s Complaint Handling Code, which you can find below.

Who is responsible for complaints?

Sarah Shaw, Housing Services Director, is our senior lead accountable for complaint handling. It is her responsibility to assess any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision. Sarah is also responsible for overseeing our compliance with consumer regulation as required by the Regulator of Social Housing.

Our member responsible for complaints (MRC) is Blossom Shakespeare. Blossom is on the Newlon Board. It is her responsibility for complaints to support a positive complaint handling culture.

Our complaints process

If you want to find out about our formal complaints process, please take a look at our complaints leaflet. It includes useful information including:

Who can complain?
What you can make a complaint about?
What exceptions are there?
Our complaints procedure.
The Housing Ombudsman service.
How to complain.

Learning from complaints

We actively review learnings from the complaints we receive as this helps us to make improvements and provide the best service possible to our residents. You can find out more about how your feedback helps to shape our services here:

How we are performing 2023/24

You can find out more about the actions we take in response to learning from complaints on our dedicated page, Learning from complaints.

Newlon Housing Trust