How to Make a Complaint
We recommend that any complaints are made in writing and labelled 'Formal Complaint'. Complaints can be submitted by email to: [email protected]. Helpful templates can be found on our 'Template Letters' page.
The NCC complaints process can be found here.
The Housing Ombudsman Service Complaint Handling Code can be found here.
The Housing Ombudsman Service Complaint Handling Code can be found here.
Typical issues include:
- Matters in relation to service charge disputes
- Failure to carry out repairs
- Inadequate responses to complaints
Norwich City Council Complaints Procedure
Stage One
- Initial issues. You should give as much detail about the problem, including dates and details of any previous correspondence.
- If a full response can't be provided within 5 working days, an acknowledgement letter will be sent informing the complainant which officer is dealing with their complaint
- A full response should be provided within 15 working days.
- If not satisfied with the response, the complaint can be escalated to stage 2
Stage Two
- Not satisfied with response - give details why you disagree with the response.
- If a full response can't be provided within 5 working days, an acknowledgement letter will be sent informing the complainant which officer is dealing with their complaint
- A full response should be provided within 15 working days.
- If still not satisfied you can refer the complaint to the Local Housing Ombudsman
Housing Ombudsman
The Housing Ombudsman Service is set up by law to look at complaints about housing organisations. The service is free, independent and impartial.
They resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities) and their voluntary members. Residents and landlords can contact the Ombudsman at any time for support in helping to resolve a dispute. The service is funded through annual landlord subscription fees.
They resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities) and their voluntary members. Residents and landlords can contact the Ombudsman at any time for support in helping to resolve a dispute. The service is funded through annual landlord subscription fees.
- Make a complaint to the Housing Ombudsman
- Useful factsheets - In relation to property condition, compensation and which Ombudsman to use
DISCLAIMER:
The suggested texts for the letters to be sent by a Leaseholder is given in good faith by the NLA in order to help leaseholders. However, the NLA takes no responsibility for the contents or any outcomes from any letter sent by Leaseholder, whether based on this letter or not. The Leaseholder sending the letter must take responsibility for the contents. Download the letter templates by clicking on the links below. These letter templates are also available in.pdf & .rtf formats on our download page.
The suggested texts for the letters to be sent by a Leaseholder is given in good faith by the NLA in order to help leaseholders. However, the NLA takes no responsibility for the contents or any outcomes from any letter sent by Leaseholder, whether based on this letter or not. The Leaseholder sending the letter must take responsibility for the contents. Download the letter templates by clicking on the links below. These letter templates are also available in.pdf & .rtf formats on our download page.