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Complaints and compliments

We are committed to providing an excellent customer service and we welcome all feedback from our customers. If you are pleased with our services, please let us know. We will use the information to thank our staff members.

We recognise however that sometimes things go wrong. If you are dissatisfied with something we have done or not done, or with the level of service you received, we want to know so we can investigate what’s happened and try to put things right. This also gives us the chance to learn and improve our services.  

What is not a complaint 

We do not treat repair requests or reports of anti-social behaviour as complaints. You can report a repair online via our repairs section and you can report anti-social behaviour using our online ASB form

Our complaints process

If you are unhappy with our service and you want to make a complaint, we have a three stage process.

  • Stage 1

    We will:

    • try to resolve the problem the first time you contact us
    • if we are not able to resolve your complaint straight away, we will investigate an provide you with our decision within 10 working days
    • if we're unable to provide a response by then, a new date will be agreed with you
    • apologise and say how we will put things right if we have done something wrong.
  • Stage 2
    • If you are not satisfied with our response at stage 1, you have 30 calendar days to tell us why you want to take things further and how we can resolve your complaint.
    • A senior manager will review how the complaint was handled at Stage 1 and decide if the decisions we made were in line with our policies, fair and reasonable.
    • We aim to provide a full response within 15 working days, or let you know when we will respond if we need more time to investigate.
    • We will apologise and say how we will put things right if we have done something wrong.
  • Stage 3
    • If you are not satisfied with the stage 2 response, you have 30 calendar days to tell us you want to take things further and tell us what the outstanding issues are.
    • A Complaints Panel will be held within one month of you clarifying all your outstanding issues.
    • The Panel will review how the complaint was handled at stage 2 and decide if the decisions we made were in line with our policies, fair and reasonable.
    • The Complaints Panel will usually have four members: one SW9 Community Housing Board Member, one resident, the SW9 Community Housing Executive Director and one member of the Network Homes Executive Management Team (our parent company) who has not been involved in the complaint. You can bring a friend or relative to the panel meeting, but not a solicitor or legal representative.

How to make a complaint

You can make a complaint:

  • using our online complaints form 
  • by phone to 020 7326 3700
  • in person at our Housing Office - 6 Stockwell Park Walk, London, SW9 0FG
  • by email to info@sw9.org.uk
  • through an advocate (with your written consent).

You should raise your complaint with us as soon as possible. Please note, we will not normally investigate a complaint about an issue that happened more than 6 months ago.

For more information, please download our leaflet below:

Compliments and Complaints leaflet