Make a complaint

You can make a complaint in a number of ways:

  • By completing the online form below
  • Contacting us by phone, text message, non-resident form or letter 
  • Through MyHastoe
  • Face to face
  • Through a third party such as an MP, councillor, advocate, friend or family member. The complainant will need to give permission in most circumstances.

If you are making a complaint about a neighbour, please read the information about antisocial behaviour first. Do not complete the form below as this will delay your issue being dealt with.

What is a complaint?

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Hastoe, our own staff, or those acting on our behalf, affecting a resident or group of residents.

If your complaint is not about the services which Hastoe has provided, then we will not treat your email as a complaint. If you are complaining about your neighbour please see our Anti-social behaviour (ASB) page. If your complaint is about building safety, then you can find more information about how to do this in our Complaints Policy.

Before you make a complaint, please read our Complaints Policy to familiarise yourself with the process, such as what is and isn't a complaint, what information you need to include, and how and when we will respond.

Complaints form

If you are making a complaint about a neighbour, do not complete this form as this will delay your issue being dealt with. Visit www.hastoe.com/asb instead. To help us protect your information, please do not include sensitive personal details (for example health information or financial data) when completing this form.
If you are making a complaint about a neighbour, do not complete this form as this will delay your issue being dealt with. Visit www.hastoe.com/asb instead.

At any stage of your complaint, you can access the Housing Ombudsman Service by visiting their website www.housing-ombudsman.org.uk , by emailing info@housing-ombudsman.org.uk, by phoning 0300 1113000, or by writing to:

Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET

Fax: 020 7831 1942