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. To make an appointment call 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 complaint handling code, which you can find below.