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 firstname.lastname@example.org.
- 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 email@example.com.
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.
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.