How to make a complaint

A guide to complaints

In this section, you will find information on how to make a complaint and how we respond.

We pledge to do the basics brilliantly and to keep on getting better. To achieve this, we continually strive to improve our services and welcome your complaints, comments and compliments on how we're doing.

We know that sometimes things go wrong or that the services we offer may not always meet your expectations. So, please let us know when things go wrong or don't live up to your expectations, so we can put things right and learn from this.

Our board Complaints Champion (Member Responsible for Complaints) is Gail Puttock.

Please also see our 'Make things right' campaign page.

  • How to make a complaint

    We want to make it as easy as possible to make a complaint about our services and they can be made in any of the following ways.

    • In person
    • By phoning us on 0300 123 6000
    • By emailing us at
    • Via our website, here.
    • By using your self-service portal, here.
    • Through another person, perhaps an advocate, social worker, solicitor, etc.
    • By post to:
      Complaints Resolution Team,
      Emh Memorial House,
      Stenson Road,
      LE67 4JP.
  • What happens when I make a complaint?

    Please take a look at our Complaints Process Guide here.

  • What type of complaints are excluded by emh?

    A complaint regarding a breach of tenancy such as anti-social behaviour will not be regarded as a complaint unless the complaint is about our handling of the issue.

    Complaints relating to the conduct or behaviour of a staff member may be treated under our internal disciplinary processes – we will tell you if this is the case.

    We will not accept the following complaints:

    • Where the matter is subject to legal proceedings
    • Where the complainant is acting unreasonably
    • Where the service failure occurred more than six months prior
    • Where the problem is a recurring issue, and we are satisfied we have previously resolved the issue.

    If we decide not to accept your complaint, we will write to you and explain why, and you will have the right to challenge this decision by referring the matter to the Housing Ombudsman.

  • Closing complaints

    We will write to you and let you know when we consider the complaint closed, giving you the opportunity to provide further feedback or to escalate the complaint accordingly. We will provide timescales for this in the letter.

    If you are not satisfied after stage two of our complaint’s procedure, you are able to refer your complaint to the Housing Ombudsman.

    To see what the Ombudsman does and how they can help, please watch the following video.

Housing Ombudsman

  • Who are they?

    The Housing Ombudsman Service is set up by law to look at complaints about the housing organisations that are registered with them which includes emh. Their service is free, independent, and impartial.

    They resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities) and their voluntary members (private landlords and letting agents who are committed to good service for their tenants).

    To see what the Ombudsman does and how they can help, please watch the following video.

  • How do they work?

    They consider complaints using their dispute resolution principles and encourage landlords and residents to use these principles so they can resolve complaints together at the earliest possible opportunity. Their dispute resolution process is based on these principles. If it is possible, early, local resolution is always the best resolution. As a service they improve by learning from outcomes and helping individuals and organisations to do the same by learning from best practice across the housing sector.

    Their actions are also governed by the Housing Ombudsman Scheme, which sets out the matters that they can and cannot consider within their role. See their jurisdiction fact sheet for more information.

  • How do I contact the Housing Ombudsman?

    Should you wish to contact the Housing Ombudsman or obtain further information, you can do so using the below details:

    Telephone: 0300 111 3000 between 9.15am & 5.15pm: Monday to Friday


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


  • Housing Ombudsman Service

    To find out the latest news from the Housing Ombudsman Service, click here.

    To find out more from the Housing Ombudsman Service, click here.

Useful Downloads

  • Useful downloads

    In July 2020, the Housing Ombudsman published its Complaint Handling Code. The Code sets out the processes that the Housing Ombudsman suggests that Housing Associations, should follow if they chose to be a registered member of the Housing Ombudsman Service.

    In line with best practice, we have reviewed our complaint-handling processes against the Code. The outcomes of this are shared with customers, staff and stakeholders below, to demonstrate how we are meeting the requirements of the Code and pursuing our commitment to continuously improving our existing processes.

    Housing Ombudsman's Complaint Handling Code of Practice - Self Assessment Form

    Complaints Policy

    Complaints Process Guide

    Compensation for Service Failure Policy 

    Emh Homes Privacy Notice for Complaints, Compliments and Comments

  • Financial services provided by emh homes: Complaints policies

    This policy covers complaints received by emh group in relation to services that are not considered as requiring regulation by the Financial Conduct Authority under Consumer Credit Activities.
    Complaints relating to FCA regulated services are dealt with under a separate policy as required by the FCA. The services this covers are:

    - Lifeline (not including personal alarms linked to tenancies)
    - Financial advice, including debt advice and debt adjusting
    - Tenants contents insurance
    - Open Market Homebuy properties
    - Equity loans
    - Debt collection in relation to the above services