We are committed to providing an excellent service and welcome feedback from all our tenants.
If you are pleased with our services, please let us know and we will use the information to thank our staff members.
We recognise, however, that sometimes things go wrong. If you are dissatisfied with something we have done or not done, or with the level of service you received, we want to know so we can investigate what has happened and try and put things right. This will also give us the chance to learn and improve our services.
WFHA operate a two stage complaints process in line with the Housing Ombudsman’s Complaint Handling Code, which means as your landlord, WFHA are obliged to meet these requirements. The Code aims to achieve best practice in complaint handling and ultimately to provide a better service to tenants.
Tenants can contact the Housing Ombudsman at anytime for advice about their complaint at:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
Tel: 0300 111 3000
The information and links below confirm our Complaints and Compliments Policy and procedure and regulatory information.
Our formal complaints process
You can take your complaint to our Head of Service by:
- phoning the office on 020 8524 6987
- emailing us at complaints@wfha.org.uk, or
- writing to us (address below).
WFHA, Libro Court Scheme Office, Libro Court, 2A Larkswood Road, Chingford, London E4 9DY
We will acknowledge your complaint within 5 working days and our Head of Service will respond within 10 working days.
If you are still unhappy, you can take your complaint to stage 2.
You can take your complaint further by contacting the Director of Housing. You can do this in writing, on the phone or by email to complaints@wfha.org.uk
You will receive an acknowledgement within 5 working days and our Director of Housing will investigate and send you a written response within 20 working days of hearing from you.
Stage 2 is WFHA’s final response. If you are satisfied with the review response, then the complaint and review will be recorded as closed. However, if you are still dissatisfied with the stage 2 response to the appeal you can ask the Housing Ombudsman to help resolve the matter.
The Housing Ombudsman details are available above.
Please click here to read WFHA’s Complaints and Compliments Policy
Please click here to read WFHA’s Complaints and Compliments Procedure
Please click here to read WFHA’s Complaints and Compliments easy to read guide – under review, coming soon
Please click here for WFHA’s Complaints and Compliments Equality Monitoring form
In April 2024, the Housing Ombudsman published its new Complaint Handling Code. This sets out how landlords should respond to complaints effectively and fairly. Our policy and procedure is aligned with the code, and please click here to see our self assessment form.
