Making a complaint or giving us some feedback

We value your comments and recognise that your opinions can help us adapt and improve the service we provide. We'd like to hear all your comments - good or bad.

If you have any compliments, suggestions, or complaints on the service you have received from us, complete the customer feedback form online or download a copy of the form (pdf), fill it in and post it back to us.

Alternatively, contact us on 0845 155 3000 to report your complaint or request a copy of the leaflet and form is sent to you.

What is a complaint?

We describe a complaint as:

'An expression of dissatisfaction about CHP, their services or their employees (or contractors).'

A complaint would not normally be:

• a routine request for a service such as an initial repair request;
• an initial report made about an incident of antisocial behaviour or neighbour nuisance (unless specifically about our handling of such a case).

The complaints process

We operate a three-stage 'complaints procedure'. We aim to acknowledge all complaints within three working days and carry out a full investigation within 10 working days.

Stage one - Investigation

Your complaint will be recorded, acknowledged, investigated and responded to by an appropriate member of staff, within 10 working days.

Stage two - Review

If you are unhappy with our initial investigation and response, you can ask for the complaint to be reviewed by a senior member of staff. A response will be made within 10 working days.

Stage three - Appeal

If you are unhappy with our response to stage two, you can ask for your complaint to be heard by an Appeals Panel made up of members of our Board of Management. Your complaint will be heard by an Appeals Panel within 20 working days.

Independent Housing Ombudsman

If you are not satisfied with the outcome after all three stages of our complaints procedure, you can forward your complaint to the Independent Housing Ombudsman at:
Norman House
105-109 Strand
London
WC2R 0AA

Tel: 0207 836 3630.