Waltham Forest Housing Association

We are always pleased to hear from you when we get things right. We will pass on your comment to the member of staff or team concerned.

But we also want to hear if we get things wrong. Complaints are an important form of feedback. If you point out that our service has been poor, we can put things right and learn lessons for the future.

You are welcome to complain if you feel:

• we have failed in our duty as your landlord
• our policies or ways of working have unfairly affected you
• we have failed to apply our own rules or been inefficient, or
• a member of staff, or someone working on our behalf, has behaved badly or been rude to you.

Talking to us informally

We want to sort out your problem as quickly as possible. If you talk to a member of staff, they will try to resolve things straight away.

But if your complaint is more serious, you may want to use our formal complaints process.

Please ask if you need an interpreter or a translation at any stage.

Getting additional help

You may find it useful to get independent advice from an advice or law centre.

At any stage, we may also offer the option of mediation. This is where a trained, independent person comes in to listen to both sides and helps to resolve the problem. We would not arrange this without asking you first.