PRHA is a member of the Housing Ombudsman Scheme and has adopted the 2020 Housing Ombudsman’s complaints handling code. Our aim to provide an excellent service at all times. Anyone who receives or requests a service from us can use the complaints procedure, and you can complain about any aspect of our service you are unhappy about. You can make a formal complaint, but it may be quicker and easier if the problem can be sorted out informally. You can make an informal complaint in person; over the phone; by e-mail or through the online contact form. You can also send a text message to 07860 063317. Examples of complaints include:
- a repair that has not been done properly
- you have not received information you asked for
- you feel that a member of staff, board member or contractor has behaved badly towards you
- you feel you have experienced unfair discrimination
We have a commitment to putting things right and seek to resolve all expressions of dissatisfaction as quickly as possible and always within a few days. If the complaint needs more time to resolve, or is of a more serious nature, it will be treated as a formal complaint in accordance with PRHA’s complaints procedure. If you need independent advice, or support in submitting your complaint, PRHA will advise of advice agencies that will be able to help you. Our policy and guidance can be found in Publications.
When you make a formal complaint, we will call you and write to you outlining how the complaint will be dealt with. You can submit your complaint, comment or feedback here: