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How to make a complaint

The below is a short summary of our complaints policy. 

What is a complaint? 

A complaint is when you tell whg you’re unhappy with the service, actions, or lack of action, and you want them to put it right. You don’t have to use the word “complaint” for it to count as one.

What is not a complaint? 

These things are handled differently and aren’t treated as formal complaints:

  • Complaints more than 12 months after the issue happened (unless serious)
  • Normal service requests (like reporting a repair)
  • Reports of anti-social behaviour
  • Things already dealt with under the complaints policy
  • Legal or insurance claims
  • Other statutory processes already in progress

Who can make a complaint?

  • whg tenants (including joint tenants)
  • People living in whg homes or benefiting from whg services
  • Someone acting on your behalf (with your permission)
  • Non-customers affected by a whg service can complain, but can’t take it to the Housing Ombudsman.

How to make a complaint 

You can complain in several ways:
✔ Online form (quickest)
✔ whg website contact page
✔ Phone, letter, or in person

You can also have someone support you (e.g., advocate, friend).

The complaints process

Stage 1 – Investigation

  • whg will acknowledge your complaint within five working days.
  • You should get a written response within 10 working days of acknowledgement.
  • If they need more time (e.g., to visit your home), they’ll explain and give a clear deadline.

Stage 2 – Review

  • If you’re not happy with Stage 1, you can ask for a review:
  • whg will acknowledge within five working days.
  • You should get a written response within 20 working days.
  • If you leave it more than 28 days after Stage 1, they may not move to Stage 2.

At each stage, whg will explain how you can contact the relevant external body if needed.

When do I go to the Housing Ombudsman?

After whg finishes their complaints process, you can ask the Housing Ombudsman Service to look at your case if you still disagree.

You can also contact them at any time for advice, but they normally won’t investigate until whg’s internal process is complete.

What happens after I complain?

whg investigates and tries to fix the problem fairly and quickly.

They will keep you updated on progress.

If something went wrong, they will put it right and learn from it to improve in future.

You may be offered a gesture of goodwill or compensation where appropriate.

Your rights 

  • You’ll be treated fairly, respectfully and promptly.
  • whg will make reasonable adjustments if you need support.
  • Your personal information will be kept confidential.
  • You can complain about data protection issues too.