Complaints

St Michael Housing understands that there will be times during your tenancy that you may feel the need to bring concerns to our attention. We strive for a great landlord-tenant relationship and we aim to deal with all complaints fairly, with compassion, and in a timely manner.

Click here to download our complaints policy

Step 1. Tell us the problem.

Please tell us! We may be able to put things right. You can tell us by calling us or emailing us at This email address is being protected from spambots. You need JavaScript enabled to view it.. You will need to provide as much information as possible to help us investigate your issue, including what has happened, when it happened, what was the impact on you, and what you would like us to do put things right.

Step 2. We will help to sort it.

We work to the Housing Ombudsman complaints handling code and we will ensure that we will acknowledge the complaint within 5 days. We will investigate thoroughly and aim to respond within 10 days. We will contact you if this timescale cannot be met and tell you why. We will discuss the outcome of our investigations with you and discuss whether we will uphold the complaint. If so, we will explain what we are going to do and put it right. We will confirm all this in writing.

Step 3. If you’re not happy.

If, after the complaint has been looked at, you are not happy with the outcome, please let us know, and the complaint will be reviewed by a senior member of the board. They will review the procedure and ensure that you have been treated in a fair and reasonable way. This may take up to 20 days and the outcome will be confirmed in writing.

Step 4. Want to take it further?

If, after Steps 1-3, you are still unhappy, and we have closed the complaint, you have the right to escalate your complaint to the Housing Ombudsman. For more information, you can visit the Housing Ombudsman website.