Our Complaints Procedure

Making a complaint

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Social Housing London is a voluntary member of The Property Redress Scheme (PRS) for lettings, and we aim to provide the highest standards of service to all our customers. To ensure that your interests are safeguarded we have the following complaints process in place.

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The aim of this process is to resolve all customer issues or concerns as quickly as possible. In the majority of cases, we hope that any issues can be resolved quickly and amicably to customers' satisfaction at managerial level.

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Stage One – Local level

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Complaints should, in the first instance, be directed to the member of staff you have been dealing with. They will acknowledge receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure document. They will then endeavour to liaise with you quickly and resolve your complaint promptly.  A formal written outcome of our investigation will be sent to you no later than 15 working days of sending the acknowledgement letter.

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Stage Two – Senior Management

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Should the first member of staff not be able to resolve your complaint to your satisfaction, you can refer the matter to the CEO, Denzel Matsaudza, who will respond within 15 working days of receiving your request for a review.  They will confirm in writing our final viewpoint on the matter. 

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Stage Three – The Property Redress Scheme

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If you still remain dissatisfied with the outcome of your complaint, once you have received a final viewpoint letter or 8 weeks have transpired whichever happens sooner, you can then contact the Property Redress Scheme to request an independent review.

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Details of how to contact the Property Redress Scheme will be contained within the final viewpoint letter sent as the final response to your complaint. Information can also be found online at https://www.theprs.co.uk/.

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• You must make your complaint to the Property Redress Scheme within 6 months of the date of our Final Viewpoint letter.

• The Property Redress Scheme will not consider your complaint until our internal complaint’s procedure has been exhausted and you have received our final viewpoint letter.

• The Property Redress Scheme recommends paying any outstanding fees on a "without prejudice" basis to avoid late-payment charges and/or further action and may choose not to consider a complaint if any contractually due fees remain outstanding.

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