Your Voice Matters: How to Make a Complaint with ThamesWey Housing

12th February 2025

At ThamesWey Housing, we work hard to deliver a high standard of service to all our residents, but when we fall short, we want to know about it. Your feedback helps us put things right quickly and improve the way we work.

What Counts as a Formal Complaint?

A formal complaint is any expression of dissatisfaction with our service that has not been resolved through normal day-to-day communication. If you are unhappy with the outcome of an informal conversation, or feel your concern has not been properly addressed, you can escalate it as a formal complaint.

How to Submit a Formal Complaint

All formal complaints must be submitted in writing so we can record and investigate them properly. Please email your complaint to: housing@thamesweygroup.co.uk

Our Formal Complaints Process

Once we receive your complaint, our Letting and Tenant Services Manager will review it. You can expect:

  • Acknowledgement of your complaint within three working days.
  • A full investigation in accordance with our internal procedures.
  • A formal written response within 21 working days. If we need more time, we will let you know and confirm a revised response date.

If you remain dissatisfied with the outcome, you may request an escalation by submitting your request in writing within 14 working days of receiving our initial response. Your complaint will then be reviewed by our Head of Assets, who will provide a final written response within 21 working days.

Independent Review – The Property Ombudsman

If you remain dissatisfied after our full in-house process, you can refer your complaint to The Property Ombudsman, an independent body offering free, impartial dispute resolution. We are registered under the name: Thameswey Housing Limited (Company No. 05437166).

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
SP1 2BP

www.tpos.co.uk

Telephone: 01722 333306

Please note: The Property Ombudsman must be contacted within 12 months of receiving our final response.

Data Protection

All complaint information is managed sensitively and in full compliance with UK GDPR and the Data Protection Act 2018. Your personal data will only be used to process and resolve your complaint.

Our Commitment to You

Every complaint is an opportunity to learn. We regularly review the issues raised with us to identify patterns and make improvements where needed. If something is not right, please tell us – we are here to listen, and we are committed to getting it right.