Complaints Information
Sometimes we can get things wrong. When that happens, we want to put things right.
If you’re not happy with our service please let us know so we can take the necessary action.
There are a number ways for you or an individual you choose to act on your behalf to register your concerns or complaints with us:
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Email: complaints@eastendhomes.net
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Telephone: 0207 517 4700
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Website: Make your complain online
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In writing: addressing your letter to: Customer Resolution Officer 3 Resolution Plaza, London E1 6PS
When you let us know there is a problem our aim is to resolve things first time as quickly as possible.
If you’re not happy with our first response we have a two stage complaint process. This meets the requirements of the Housing Ombudsman’s Complaint Code and protects your legal rights.
Here’s how it works
Stage 1
- When you submit your complaint we will acknowledge receipt of it within five working days. Providing you with a reference number and the name of the Customer Resolution Officer responsible for carefully investigate your concerns.
- We will get back to you with a full response in 10 working days.
- If you’re not happy with the findings from Stage 1 the next step is to take your complaint to Stage 2. You should contact us within 10 working days of receiving the findings of Stage 1 to escalate your complaint to Stage 2.
Stage 2
Once reported you will receive acknowledgement from us that your complaint is now at Stage 2 within five working days.
- We will respond to you in full within 20 working days.
- If we need more time to investigate your complaint we will keep you updated within those 20 days on the next steps; providing an acceptable time-line for completion. This will be no more than a further 20 days. We will provide you with the Housing Ombudsman Service contact details.
If you're unhappy with the outcome of Stage 2 you can take your complaint to the Independent Housing Ombudsman Service (HOS) in line with the Housing Complaints Code.