Complaints Action Plan

At Housing for Women, we want every woman and family we support to feel safe, respected, and heard.

Your feedback - whether it is a complaint, a compliment, or a suggestion - helps us understand what we are doing well and where we need to improve. We welcome every opportunity to learn.

You can read more about our Complaints Action Plan here.

How to Make a Complaint

If you would like to make a complaint, please email us at customer.service@h4w.co.uk.

We are here to listen and to respond.

Our Commitment: Complaints Action Plan 2026–2027

We are committed to handling complaints in a fair, open, and timely way. Our Complaints Action Plan explains how we will meet the Housing Ombudsman’s Complaint Handling Code during 2026–2027.

The plan focuses on:
• learning from past complaints
• strengthening our internal processes
• improving outcomes for residents
• building a culture where feedback leads to positive change

By listening closely and responding effectively, we aim to deliver a better, more supportive service for the women and families who rely on us.

We want you to trust the services we provide. When something goes wrong, we work to understand what happened and put things right as quickly as possible. Complaints help us improve, and we respond positively to every concern raised.

You can download our key documents below:
Complaints Policy
Compensation and Reimbursement Policy

Complaints Handling and the Ombudsman Code

The Housing Ombudsman Service has introduced a new Complaints Handling Code. The Code helps landlords resolve complaints quickly and use what they learn to improve services. It also encourages a more open and positive approach to complaint handling, both for staff and residents.

We regularly assess ourselves against the Code. You can read our latest assessment below:

Annual Self Assessment against the Housing Ombudsman Complaint Handling Code
Board Response Statement

Our Complaints Procedure

Our Annual Complaints Performance and Contact Demand Report shows how we have handled complaints over the past year. It is shared with our Board and the Housing Ombudsman and helps us stay transparent and accountable.

You can read our report below:
H4W 2024/2025 Complaint Performance Service Improvement Report

How We Use Complaints to Improve

Your feedback is essential. Every complaint helps us understand what matters most to our residents. We use this learning to improve our homes, strengthen our services, and make sure our support is meeting your needs.

Complaints Performance at a Glance

We publish our complaints performance every quarter (below) so residents can see how we are doing. This helps us:

•  build trust
•  show how we respond to concerns
•  highlight the progress we are making
•  encourage open communication

Complaint form