Contact us

We value your feedback and are committed to providing the best possible service to our tenants. If you feel we have not met your expectations or failed to deliver on our promises, we are here to listen and to work with you to find a solution. Your satisfaction is important to us, and we will do our best to address your concerns promptly and fairly.

Before making a formal complaint, we encourage you to reach out to us directly to discuss the issue. Often, problems can be resolved quickly by speaking with our team.

If the issue cannot be resolved informally, you can submit a formal complaint. Our feedback team will log your complaint, provide you with a written acknowledgment, and assign a reference number. You will also receive a summary of the issues being investigated, along with the name and contact details of the officer handling your case.

Complaints we cannot deal with

There are some complaints that we cannot investigate. These are:

• complaints about something that happened more than 12 months ago, unless it concerns delays by the Council Housing department (formerly Homes for Haringey)
• complaints about something outside of our control (for example, we cannot deal with complaints about other organisations but may be able to give you advice on how to complain)
• matters where a statutory appeal of tribunal has been established or special procedures are in place
• a complaint about legal issues or liability claims that could be dealt with by legal proceedings or direct with insurers
• an employee’s complaint about personnel matters including pay, pensions, disciplinary and grievance issues
• a complaint that is more appropriate for our whistleblowing procedure

How to tell us your concerns

If you are unhappy with any aspect of our service, you can take the following steps:

1. Speak to our staff

We encourage you to first speak with our housing team. In many cases, we can resolve the issue quickly and to your satisfaction through an informal conversation.

• Call 020 8489 8489
• Email HaringeyCBS@haringey.gov.uk

2. Complete our complaints e-form

If you need to file a complaint, please fill out complaints e-form to get started. You can find more information about our complaints process on our make a complaint page.

For more details on how our complaints process works, please refer to our resident feedback policy (PDF, 180KB).

3. General feedback

For any general feedback, please contact us. Your thoughts and suggestions help us improve our services.

Our complaints process

To learn more about how we handle complaints, please visit Housing feedback and complaints – Haringey Council.

Compliments

We are committed to providing tenants with the best possible service and encourage all our staff to exceed our customer expectations. If you're happy with the service you've received, please send us a compliment.

Housing Ombudsman Service

If you need guidance or support while your complaint is being processed, you can reach out to the Housing Ombudsman Service. The Housing Ombudsman Service complaint handling code sets out a list of good practice that allows landlords to respond effectively and fairly to complaints.

While they cannot make a formal decision until we have issued our final response, they are available to provide advice and help you seek a resolution. See how and when to contact the Housing Ombudsman.

For more information, visit the Housing Obudsman residents page.