Important Information Before Submitting Your Complaint
Before we can investigate a housing complaint, you must take the following steps:
1. Report the Issues to Your Landlord
You must inform your landlord or managing agent both verbally and in writing about the problems and give them a fair opportunity to put things right.
Please keep copies of all letters, emails, text messages or any responses you receive. These documents are essential evidence showing that you reported the issues.
2. Follow Up if You Don’t Receive a Response
If your landlord does not respond within a reasonable timeframe (21 days), you should write to them again and give them a further 14 days to complete the necessary repairs.
Again, make sure you keep copies of all correspondence.
3. When to Contact Us
If your landlord fails to respond or does not complete the repairs within these timescales, you can then report the matter to us for assistance.
Information We Need to Process Your Complaint
To help us deal with your complaint efficiently, please provide the following:
- Your name and contact number
- The full address of the affected property
- A description of the defects or issues
- Your landlord’s or agent’s name and contact number
- Evidence that you have contacted your landlord/agent (copies of emails, letters, or text messages)
