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Complaints

Reliance Social Housing welcomes all feedback from customers and their representatives and recognises that this feedback provides valuable information that we can use to improve the services we offer. 

What is a complaint?

Reliance recognise that effective complaint handing is a customer focused process that enables customer voices to be listened to and understood. 

We have used the Housing Ombudsman definition of a complaint which is

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

How do I make a complaint?

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 Telephone

You can register your complaint via telephone by contacting us on

0800 1700 305

Email

Email

Computer desktop

Online

If you would like to submit your complaint using our online form, please click here

The Independent Housing Ombudsman (IHO)

The Housing Ombudsman have published a Complaint Handling Code to ensure that Landlords are responding to complaints in an effective and fair manner. 

Landlords are expected to carry out regular self assessments against this code. You can download Reliance Social Housing's self assessment here.

If you are unhappy with the final outcome you have received from us, you can refer your complaint to the IHO directly, however you may have to wait eight weeks after receiving our final response before they investigate. 

You can contact the Independent Housing Ombudsman using the following methods:

Telephone: 0300 111 3000

Email: info@housing-ombudsman.org.uk

Online: Make a complaint - Housing Ombudsman (housing-ombudsman.org.uk)

By Post: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ

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