How can I escalate a complaint if I am unhappy with the response?

If you are unhappy with our response to a complaint, ask for the matter to be escalated. You can reply to the written outcome or contact customer service with the complaint reference.

What to include in an escalation

• The complaint reference or date of your original report.
• Which part of the response you disagree with.
• Any important information that was missed.
• What resolution you are seeking.
• Whether there is an ongoing safety, repair or accessibility concern.

We will arrange a further review by someone appropriate who was not solely responsible for the original decision, where practical. We may request additional evidence & will explain the outcome in writing.

If the concern is about an essential repair or unsafe housing conditions, you may also seek independent help. In England, the local council can investigate relevant housing hazards. In Dublin, the Residential Tenancies Board offers dispute resolution & local authorities enforce minimum rental standards.

Escalation does not remove your right to use an independent process where the law allows it.