Our definition of a formal complaint is as set out by the Housing Ombudsman Complaints Handling Code (2024):

“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own employee, or those acting on its behalf, affecting an individual resident or group of residents”. 

The complainant does not have to use the word ‘complaint’ for it to be treated as such.

Complainants will be treated fairly and not treated any differently as a result of making a complaint.