How to complain
Phone, email, write to us, or speak to anyone from our team at the property. You can also ask your housing officer, a support worker or a friend to complain for you. If you need an interpreter, large print or another format, tell us and we will arrange it.
Please tell us what happened, when, and what you would like us to do to put it right.
What happens next
STAGE 1
We investigate
A manager not involved in the issue looks into it and speaks to you.
- Acknowledged within 5 working days
- Full written response within 10 working days
STAGE 2
A director reviews it
If you are not happy with our answer, ask for a review. A director looks at the complaint afresh.
- Acknowledged within 5 working days
- Final response within 20 working days
If we need more time, we will tell you why and give you a new date. Our response will explain what we found, what we will do, and by when.
If you are still not satisfied
You can take your complaint to the organisation that placed you with us.
- Placed by a council: use the council's own complaints process. If you are still unhappy after that, you can contact the Local Government and Social Care Ombudsman.
- Placed by a housing association: use their complaints process. After that, you can contact the Housing Ombudsman Service.
These services are free and independent.
How we learn from complaints
We tell the placing authority about every complaint and its outcome. Each quarter we review all complaints together, look for patterns, and change how we work where we need to.
Last reviewed October 2026. To request the full complaints policy, email info@provisionhousing.co.uk.