How long will it take to investigate and resolve my complaint?

We aim to acknowledge formal complaints within two working days & provide an initial substantive written response within ten working days.

These are our service targets, not guarantees that every complex issue can be fully resolved within ten days. Matters involving specialist repairs, contractors, insurers or other residents may need longer.

If an investigation takes longer

• We will explain what still needs to be checked.
• We will identify the next action or responsible team where possible.
• We will provide a further update rather than leaving the complaint unanswered.
• We will explain the outcome & whether any remedy or further review is available.

If the situation becomes dangerous, use our 24-hour urgent maintenance contact immediately. You do not need to wait for the complaints process to finish before reporting an emergency.

If you are dissatisfied with the response or progress, you can ask for the matter to be escalated for further review. Your statutory rights in England or Ireland remain unaffected by our internal timescales.