Making a complaint

Our number one priority is to provide you with the highest level of customer service but we know that sometimes things can go wrong. If there’s a problem we will try and resolve it in such a way that it restores a customer’s trust in Legal & General Affordable Homes and our partners.

Legal & General Affordable Homes define as a complaint as:

“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents”

In the first instance, we ask that customers contact their Management Provider to let them know they are not satisfied and outline the reasons why. A list of our management providers and their contact details can be found here or you can email and we will ask your Management Provider to investigate.

Within 2 working hours we will aim to discuss any concerns with you and try and resolve them to your satisfaction. If it will take us longer, or we need to conduct a formal investigation we’ll let you know who will be dealing with it, what the next steps are and when you can expect a response.

When you receive a formal response If you disagree with our decision, feel we have misunderstood anything or you have any extra information please let us know, your complaint will then be escalated and handled by a member of the Legal & General Affordable Homes team directly. If you remain dissatisfied after this, you will be provided with the details of The Housing Ombudsman, a free and impartial service, who will review the entire complaint again.

To support our commitment to achieving an excellent customer experience you can expect us to meet these principles when dealing with your complaint:

  • We’ll treat you as an individual and with consideration.
  • We want all our customers to be able to access our services equally. Please let us know if you need any reasonable adjustments to be considered to help you with your complaint. Examples include, providing documents in larger print or communicating by telephone in addition to writing.
  • We’ll empathise with your concerns and respond quickly.
  • We know your time is valuable, so we won’t waste it.
  • The person you speak to will be able to help with your complaint.
  • We take complaints very seriously. Customer feedback helps us understand where things have gone wrong, and gives us the opportunity to put them right. It also helps us to understand where we need to improve our products and services.
  • To make sure that we continuously improve the products and services we offer, we monitor complaint trends, review these and act on them.
  • We want to be fair to all our customers, and if we can’t resolve your complaint we’ll tell you why and tell you what other options you have.