Coronavirus: Due to the continued impact of Coronavirus, we are prioritising emergencies and services for the vulnerable.

As a result it may take us longer than usual to answer customer enquiries and complaints.

We will continue to keep you updated when we can, however we may not be able to meet the timescales set out in our service standards. We apologise for any inconvenience caused.

We want to improve on what we do by building on our successes and learning from our mistakes by:

  • listening to your feedback, good or bad
  • dealing with complaints efficiently and effectively
  • keeping you up to date with progress
  • being honest and open about the process

In line with our equality and diversity policy, we will ensure that the most urgent consideration is given to complaints relating to harassment and discrimination.

How to make a complaint

We have a dedicated team of Customer Focus Advisors to handle your complaint.

To make a complaint you can:

If you can’t do this yourself, you can ask a friend or relative to help you.

When you contact us, please tell us:

  • your full name, address and contact numbers
  • what happened, when it happened and how it affected you
  • what you think we should do to put things right

What happens next

We will always try to resolve your complaint on the day we receive it. If we need time to look into it, we will acknowledge that we have received your complaint within two working days.

We will aim to provide you with a full response within ten working days. If we can’t get back to you within that time, we will explain why and tell you how long it will take.

If you’re not satisfied

If you feel your complaint has not been handled correctly you can ask to progress to Stage 2. Depending on the nature of your complaint and your tenancy/agreement with Places for People, we will determine the next stage and inform you of this.

This will usually be by a Senior Management review. If necessary we will advise you when it is appropriate to contact a designated panel or person, the Housing Ombudsman Service or a First-Tier Tribunal (FTT). 

Senior Management Review

The Stage 2 Complaint will be reviewed by a Senior Manager. They will undertake a thorough and detailed investigation to ensure your complaint has been handled in a fair and appropriate manner and a written response will be provided to you within 20 working days. 

If you remain dissatisfied with the way we have handled your complaint after Stage 2, you can ask a designated panel or person ie. your Local Councillor or MP, to review your complaint. 

Alternatively you can escalate your complaint to the Housing Ombudsman service eight weeks after you have exhausted our internal complaints procedure.


You can download and print our complaints guide

Customer Focus Team

Places for People
PO Box 2070

Tel: 0845 850 9571 / Homeowners: 0845 850 9575

Housing Ombudsman Service

PO Box 152
L33 7WQ

Tel: 0300 111 3000 
(lines are open Monday to Friday from 9:15 to 17:15)