Make Things Right
Everyone deserves a safe and secure home. That’s why we’re supporting the Government’s new campaign, Make Things Right, to ensure our residents know the steps to follow to resolve any issues.
If something isn’t right, the steps you can follow are:
- Report it to us
- Make a complaint
- Escalate to the Housing Ombudsman.
Report it to us
Let us know what the issue is in a way that suits you. You can drop into our office from 10am-2pm Monday-Friday, email customerservices@thch.org.uk or call us on 020 7780 3070.
All details about how you can contact us are on the Contact Us page of our website.
Make a complaint
When an expression of dissatisfaction is received, our customer service team will do their best to resolve the concern as soon as they are made aware. If this approach has not reached the desired resolution, or is deemed inappropriate, it will be registered and dealt with as a formal complaint.
Again, complaints can be made in a way that suits you, either via the online form on our website, or by phone or email, or in person at our office. You can find out more about complaints procedure, as well as read our Complaints Policy, over on the complaints page on our website.
Escalate to the Housing Ombudsman
If you’re not happy with our final response to your complaint, you can escalate it to the Housing Ombudsman. They are free to use, impartial and will investigate fairly.
You can use the above steps for various issues including:
- mould or damp
- poor insulation
- broken doors or windows
- leaking pipes
- other repairs
- anti-social behaviour
- access problems
- poor service from a landlord.