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Useful information about the Homes England scheme.

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Homes England

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Useful documentation

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Useful documentation

How to complain to your provider

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How to make an effective claim to CEDR

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How we help you make a complaint

What we can do

You can complain about the service you have received from HE, regarding any of the following:

failure of staff to follow Homes England procedure
poor treatment by Homes England staff, e.g. rudeness or not doing something they said they would do
undue delays with processing the complaints
not responding to phone calls, emails or letters
not answering complaints fully and promptly
failure to comply with their published service standards.

Things we cannot review

the service you’ve received from a housing association
the service you’ve received from a local authority if you have a problem with your council home
matters that are the subject of police investigations or court proceedings or;
regarding the Freedom of Information Act, Environmental Information Regulations and Data Protection Act which are subject to different procedures

If you are still not satisfied after Step 3, you can ask your MP to take your complaint to the independent Parliamentary and Health Service Ombudsman to review the handling of your complaint.

https://www.ombudsman.org.uk/

Complaints about CEDR

What if I have a complaint about CEDR?

If you want to complain about CEDR please read our Complaints Procedure document. Once you have read the Complaints Procedure and you want to submit your complaint, please use our Complaint Form below.

Complaints Procedure

Complaint Form

Independent Reviewer's Terms of Reference

The steps you must take before submitting a complaint

Contact Homes England

Stage 1 is managed by the HE team to which the complaint relates. You should complain no later than 3 months after you became aware of the problem, or should reasonably have become aware of it.

Contact Homes England legal services team

If you’re unhappy with the way HE handled your complaint at stage 1, you can escalate it to their legal services team as an independent review of the original complaint (stage 2). This should be within 3 months of receiving a response to stage 1.

Contact CEDR

If you remain unhappy with HE’s stage 2 response then you can refer your complaint to us, where we will carry out an independent review. Following our independent review, if you are still not satisfied, you can ask your MP to take your complaint to the independent Parliamentary and Health Service Ombudsman to review the handling of your complaint.

Make a complaint

Companies covered

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