Make a complaint comment or compliment
Make a complaint, comment or compliment
We want you to let us know your thoughts and feedback about our services, as we can learn from your experiences and use this to improve our services.
- Contact our customer service team first
- How to make a complaint, compliment or just give us some feedback
- Disagreement
- The complaints process
- Housing Ombudsman
- Building Safety Regulator
- Complaints performance
Contact our customer service team first
If you want us to put something right and this is the first time you have reported your issue, the first point of contact should be our Customer Service team on 0330 175 9540 or email: enquiry@incommunities.co.uk
The team will usually have the information needed and may be able to put things right straight away. If you are not satisfied with the actions taken you can ask them to record a complaint for you.
The complaints process
- We’ll acknowledge your complaint within 2 working days.
- We’ll investigate your complaint and provide you with a written response within 10 working days of your letter of acknowledgement.
- If you’re not happy with our response at stage 1, we will escalate your complaint to stage 2 of our complaints process.
If there’s likely to be a delay with your response we’ll write to you to explain the reasons why.
If we think your complaint is likely to result in harm to life, limb or property, we’ll aim to assess it within 24 hours.
- We’ll investigate your complaint and provide you with a written response within 20 working days of your letter of acknowledgement.
- We’ll tell you what you can do if you are not happy with our stage 2 complaint including getting further advice from the Housing Ombudsman Service (HOS). You can contact the Housing Ombudsman on their website or by phone 0300 111 300, Email: info@housing-ombudsman.org.uk or letter to, Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET.
All complaints are monitored to help us to improve our services. Once your complaint is closed, we’ll contact you for feedback about how we handled your issues. From 31st December 2020 all Housing Associations have been asked to self-assess against the Housing Ombudsman Complaint Handling Code. Here you can find our 2025 self-assessment which was undertaken by nine of our customers in March 2025
Our complaints policy is available for you to read here if you require the policy in a different language or in an alternative format, please contact complaintssupportteam@incommunities.co.uk. You can also read our complaints procedure here.
*We may not be able to consider your complaint if you leave it more than 12 months to tell us about it.
Housing Ombudsman
You can contact the Housing Ombudsman Service (HOS) at any time for advice and guidance, but they will usually expect you to try and resolve any issues with your landlord before contacting them.
We’ve added some helpful links to direct you to some frequently visited pages on the Housing Ombudsman website.
Building Safety Regulator
If you live in a high rise building (7+ floors or at least 18 meters in height) and have made a complaint about a fire or structural building safety issue, you can take your complaint to the Building Safety Regulator if you’re not happy with the response or have unresolved issues. You can make a complaint on the Building Safety Regulator website or by telephone: 0300 790 6787
Complaints performance
If you want to know more detail about the number of complaints that we receive, how we deal with the complaints, and learn from them, you can view our complaints performance
