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Complaints

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What is defined as a complaint?

A complaint is any expression of dissatisfaction, however made, about the standard of service, actions or lack of action by us, our team, or those acting on our behalf, that affects an individual tenant or group of tenants. 

A service request, for example reporting anti-social behaviour, will not be considered a formal complaint. However, if you are not satisfied with how we have handled an ongoing anti-social behaviour case or believe our services have failed, this would be classed as a formal complaint.

There are some instances when we would not investigate a complaint. These are explained in our Compliments, Comments and Complaints Policy.

How to make a complaint

We want to provide a great customer experience, but we know that sometimes things go wrong. If you need to raise an issue with us or make a complaint, please get in touch with our customer experience team.

You can raise a complaint with us at any time by email, in writing, over the phone, in person, on our official social media channels or by completing the form at the bottom of this page.

When you make a complaint, we will work with you to put things right as soon as possible. Your complaint will be handled in line with our Compliments, Comments and Complaints Policy.

We have a two stage complaints process, which is aligned to the Housing Ombudsman’s best practice. You can find out more about how your complaint will be handled in our Compliments and Complaints Leaflet.

Make a complaint

You can raise a complaint with us at any time by: email, in writing, over the phone, in person, on our official social media channels or by completing the form below.

Email: complaints@2rh.org.uk

Telephone: 033 33 55 44 33

Postal address: Complaints Team, Two Rivers Housing, Rivers Meet, Cleeve Mill Lane, Newent, Gloucestershire, GL18 1DS

Complaints contact form:

    * required

    The Housing Ombudsman Service

    The Housing Ombudsman Service is an independent organisation that investigates complaints and resolves disputes between tenants, leaseholders and social landlords like Two Rivers Housing. You can contact the Housing Ombudsman at any time and raise your complaint with them. 

    Find out more about the Housing Ombudsman Service.