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We love hearing your positive comments. You can send in any compliments and thoughts to us through these different methods:
We also want to hear your constructive feedback and service recommendations. Please see our complaints information below.
A complaint can be made by a Rosebery resident or a non-resident. All complaints will be assessed to determine whether an investigation will take place.
If you’re unable to raise a complaint yourself, you can ask someone to do so on your behalf. This could be a friend, relative, or a professional from an organisation like the Citizens Advice service.
A complaint will be acknowledged by our Customer Experience team within two working days. If your complaint is not resolved at the first point of contact, then it will move on to Stage 1.
You may contact a designated person for help in resolving your complaint or wait eight weeks to refer it to the Housing Ombudsman. A designated person is:
If you refer your complaint to a designated person, they will try to find a local solution to resolve it. They may decide to refer the complaint on to the Housing Ombudsman but only if you give permission first.
However, if you prefer to wait eight weeks, you can contact the ombudsman:
We have an up-to-date Complaints Policy which goes through our process in more detail. Please download the Complaints Policy by clicking on the button below:Complaints Policy