Learning from complaints: Annual Complaints Report

We’re committed to learning from complaints and using what our tenants tell us to improve our services and how we do things.

As part of the Housing Ombudsman Complaint Handling Code, we must produce an Annual Complaints report. The report provides an overview of our complaints performance for the year and is published on our website. In the report you will find:

• a statement from our Board about our performance,
• an overview of our complaints process,
• details of the complaints we received during the year,
• information on any complaints that were handled by the Housing Ombudsman Service, and
• what we’ve learned and changed as a result of the complaints we have received.

You can see our 2024/2025 Annual Complaints Report here: Annual-Complaints-Report-2024-2025-FINAL.pdf

Making a complaint

If you need to raise a complaint, we want you to get in touch so we can understand what went wrong, put it right and make sure it doesn’t happen again. We promise to listen to what you tell us and investigate the issue thoroughly and will share our findings with you once we’ve done this.

You can raise a complaint with us at any time and our complaints team will record your complaint and work with you and our team to resolve it.

You can find out more information on how to raise a complaint here: Complaints – Two Rivers Housing

You can also raise a complaint with the Housing Ombudsman at any time. They work with tenants and social housing landlords to resolve disputes and investigate complaints on behalf of the tenant.

How to contact the Housing Ombudsman

Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET

Phone: 0300 111 3000 (Mon-Fri from 9:00am to 5:00pm)
(Please note that telephone lines will be closed for staff training every Thursday from 3:30pm-5:00pm)

Email: info@housing-ombudsman.org.uk

Fax: 020 7831 1942