Complaints, suggestions and feedback
PRHA aims to provide high quality services to its residents. We rely on both positive and negative feedback from you to achieve this.
Our Complaints Policy, available Here (Click), is intended to provide you with a way to:
- Report where you are dissatisfied with our services, our staff, or our procedures, so that the situation can be resolved (complaints)
- Inform us of ways in which we can improve our services and procedures (suggestions)
- Provide positive feedback that we can use to further inform the development of our services and procedures (feedback)
Information on performance and useful resources
A number of documents and useful resources are available from the links found throughout this webpage. However to assist with making it easier to access these documents the links are also provided below in a single list.
Our 2025 Annual Complaints Self-assessment (Click Here)
Our Complaints Performance and Service Improvement Report 2025 (Click here)
The Board’s response to PRHA’s 2025 Annual Report and Self-Assessment (Click here)
Our Complaints Policy (Click here)
Our Compensation Policy (Click here)
Our Reasonable Adjustments Policy (Click here)
Our Unacceptable Behaviour Policy (Click here)
The Housing Ombudsman’s website (for information on The Code).https://www.housing-ombudsman.org.uk/
Making a complaint
Things to consider before making a complaint
- If you are reporting Anti-Social Behaviour please refer to our page on Reporting Anti-Social Behaviour which explains how staff will work to support you with the issues you are reporting.
- If you are reporting a repair for the first time, please refer to our page on Reporting Repairs.
- Complaints about PRHA services should usually be made within twelve months of the issue occurring. In exceptional circumstances our Policy will however allow for complaints received outside of this period to be responded to.
Making the complaint
If you are not happy with any aspect of the service that we provide please let us know. We want to make it as easy as possible for you to do this, in the way that best suits you.
This means that we do not require complaints to be raised by sending us a complaints form (unless that is your chosen method) and that complaints can be made verbally as well as in writing. Complaints can also be raised via a chosen third party or advocate.
Verbal complaints can be made by speaking with a member of staff directly or by telephone; or by calling our Head Office on 020 7920 7300.
Written complaints can be:
- Emailed directly to a PRHA member of staff (e.g. your housing officer, key worker, service manager or other appropriate PRHA staff member); or emailed centrally to feedback@prha.net.
- Made by written letter or complaints form handed directly to an appropriate PRHA member of staff; or sent to our Complaints & Compliance Team at PRHA’s registered postal address of 15a Kelsey Street, London, E2 6HD.
You can download a copy of our Complaints Policy Here (Click)
You can download a copy of our complaints form Here (Click)
Support when making a complaint
If you would like support to make your complaint your housing officer, keyworker or project manager will be able to help you.
Our complaints handling performance, and learning from complaints
The feedback provided by complaints raised and the lessons we can learn from putting things right are key in improving our services and demonstrating that we are listening to our residents and tenants. In support of this we review complaints and feedback received and publish the learning as part of our regular reporting back to our stakeholders. We do this in two ways:
Via our six monthly Complaints Review Reports, with each report providing information that includes:
- A breakdown of formal complaints received in the period, by department
- A breakdown of formal complaints received in the period, by main type
- The number of complaints that were escalated to Stage 2 of our process
- The number of complaints that were closed within the timescales governed by our Complaints Policy and the Housing Ombudsman’s Code
- How complaints received in the period have changed the services we provide (learning from complaints)
Our most recent Complaints Review Report is available Here (Click)
PRHA’s Annual Complaints Performance and Service Improvement Reports
These reports offer more depth, and are designed to meet the requirements of The Housing Ombudsman concerning the information that we provide to our residents, tenants and stakeholders.
The 2025 Annual Complaints Performance and Service Improvement Report is available Here (Click)
PRHA’s Self-Assessment (Housing Ombudsman Complaints Handling Code)
The Housing Ombudsman requires all Housing Associations to annually assess their complaints handling policy and procedures against the Ombudsman’s Complaints Handling Code using their self-assessment template, and to publish the Self-Assessment on their website. Our 2025 Self-Assessment is available Here (Click)
For more information about the Complaints Handling Code you can visit the Housing Ombudsman Service website: https://www.housing-ombudsman.org.uk/
Getting help and support from the Housing Ombudsman
If you have raised a complaint with PRHA that has gone through both stages of our internal complaints procedure (Stage 1 and Stage 2) and are not happy with the response received you are able to refer your complaint formally to the Housing Ombudsman. The Ombudsman may then chose to investigate the complaint and to support you in reaching an appropriate resolution with PRHA.
The Housing Ombudsman is also available to provide advice and guidance about a complaint you are making or wish to make at any point during the process (but will not be able to formally take on your complaint until after is has been through both stages of our procedure).
If you wish to contact the Housing Ombudsman you can do so using the contact details below:
- Online complaints form (available from the Housing Ombudsman’s website at www.housing-ombudsman.org.uk )
- Contact via phone: 0300 111 3000
- Contact via email: info@housing-ombudsman.org.uk
- Postal address: Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET.
We aim to satisfactorily resolve your complaint quickly but should that not be the case, or the complaint is not resolved to your satisfaction, please contact PRHA’s Complaints & Compliance Team (Email: feedback@prha.net / Phone: 07921 700492).
You can also speak to your housing officer, key worker or service manager for advice and support with the process of contacting the Housing Ombudsman.
