Complaints and feedback

We welcome your feedback on our services and we will use your feedback to improve our services.

If you need to complain about our service, you can make a complaint in a way that suits you.

Contact us here.

If you need help making a complaint or would like information in a different language or format, please contact us by phone or email.

You can also ask a friend, family member or support service to make a complaint on your behalf. You will need to give us your permission before we share your details with anyone else.

The Housing Ombudsman

The Housing Ombudsman Service is an independent organisation that resolves complaints between tenants and their social housing providers in England. They investigate issues that remain unresolved after our internal complaints process has finished. The Housing Ombudsman is able to give an impartial resolution to disputes about all housing services including, repairs and other matters.

You can also contact the Housing Ombudsman at any time before or after making a complaint, to get free information and advice.

You can contact the service by phone on 0300 111 3000 (Monday to Wednesday, 9am to 5pm, Thursday, 9am to 3.30pm, Friday, 9am to 5pm), or by using the Housing Ombudsman website. You can also submit a complaint using their online form.

You can also write to the Housing Ombudsman at PO Box 1484 Unit D, Preston, PR2 0ET.

The service is completely free for residents.

We recommend that when searching for the Housing Ombudsman online, you make sure you go to the genuine website by using the link above and not others who may end up charging you fees for complaining about repairs.

How we will deal with your complaint

How to make a complaint Read our complaints policy

You can read more about how we make decisions on compensation and remedies when have made a complaint here.

You can read our approach to managing unacceptable behaviour here.

Complaints handling - how are we performing?

You can find out Annual Complaints Performance and Improvement Report for 2025-2026 here.

The Housing Ombudsman expects all landlords to comply with its Complaints Handling Code. This is about how landlords manage complaints. If you are interested in knowing more about the Code, you can find this at The Complaint Handling Code | Housing Ombudsman Service.

How we are meeting the Complaints Handling Code

By law, we must carry out a self-assessment against the Complaints Handling Code every year. You can find our latest self-assessment here.

Camden Living Housing Association’s Board has reviewed our performance and looked at our self-assessment against the Complaints Handling Code. The Board Member Responsible Complaints, Andrew Evans, has made the following statement:

The Board of Camden Living Housing Association Ltd has reviewed and scrutinised the Annual Complaints Performance and Service Improvement Report for the financial year 2025/26, including the self-assessment against the Housing Ombudsman's Statutory Complaint Handling Code. The Board is satisfied that the self-assessment is a true and accurate reflection of the Association's complaint handling policies and practices during the year. The self-assessment was completed by the Interim Chief Company Officer and has been reviewed and challenged by the Board. We are pleased to confirm that Camden Living Housing Association Ltd is fully compliant with all provisions of the Statutory Complaint Handling Code for the period under review. The Board has noted some minor amendments to the Complaints Policy and is satisfied that they further strengthen our commitment to transparent and accessible complaint handling for our residents. The Board notes the contents of the Annual Complaints Performance and Service Improvement Report and is satisfied that whilst there have been no complaints this in our first year of operation, there are satisfactory arrangements in place for handling complaints appropriately and that learning from complaints is embedded in our service delivery. The Board remains committed to maintaining a positive complaint handling culture and to continuous improvement in the services we provide to the residents of Camden Living Housing Association Ltd.

Andrew Evans, Board Member, Camden Living Housing Association, 21 July 2026