Complaints Procedure

When Things go Wrong

While we aim for a high standard of service all the time, we know that we do not always manage it. You can help us improve our service by letting us know when it is not as good as you would like. We use your complaints to see where our service can be improved. We treat complaints very seriously and confidentially, and deal with them as quickly as possible.

What you can Complain About

You can use our Complaints Procedure if we have:

  • Done something incorrectly or badly, which has resulted in your getting less than the promised standard of service, such as:
    – Giving you inaccurate information.
    – Providing unclear or incomplete replies to your enquiries.
    – Issues relating to the type of property you have been offered.
  • Done something we shouldn’t have, such as:
    – Discriminating against you.
    – Being rude.
    – Breaking appointments without telling you.
  • Failed to do something we should have done, such as:
    – Responding to your letters/queries appropriately.
    – Following procedures for dealing with your query.

What you Cannot Complain About

Anything that happened to you over a year ago and that you did not report as a problem at the time.

  • A policy decision that has been properly arrived at.
  • Anything that has already been considered by a court or the Independent Housing Ombudsman.

How to complain

Before making a complaint, you may wish to try and resolve the matter informally by talking to the member of staff you were dealing with on the query. If you still wish to make a formal complaint, it is a good idea to use the form in the Complaints Procedure – if you want a copy of this please contact the Customer Services Centre on 020 8778 6699.

There are four stages to our complaints procedure:

  • Initial Stage: Front line staff will try to resolve your complaint at an initial stage
  • Stage 1: The manager of the service about which you are complaining will investigate your complaint and respond within 15 working days.
  • Stage 2: If you feel that the response in stage 1 is unsatisfactory you can within 30 days ask for a more senior manager to try to resolve the matter. You will receive a reply within 15 working days.
  • Stage 3: If you are still not satisfied you can within 30 days refer the complaint to the members of the Board of Hexagon Housing Association. A Board panel hearing will be arranged as quickly as possible but this may take several weeks or months.

Ombudsman Service

If you are not satisfied after the Association’s Complaints Procedure has been exhausted, you can take your case to the Housing Ombudsman Service – see below for details. This service is completely independent of the Association and is free to tenants. If you would like a leaflet about the Ombudsman Service, the Customer Services Centre will be happy to send you one.


Housing Ombudsman Service
PO Box 152
Liverpool L33 7WQ

Other contact details

Telephone: 0300 111 3000
Fax: 020 7831 1942


As an organisation, we are concerned with people, their homes and communities.

We make good quality, affordable housing and services available to people in South East London, and work to extend opportunities and improve the neighbourhoods they live in.


HEXAGON Housing Association
130-136 Sydenham Road
London SE26 5JY

Office hours: 9am to 5pm
Monday to Friday

General Enquiries: 020 8778 6699
Repairs freephone: 0800 393 338

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