We want to hear from you

At Imani Housing, we are committed to providing safe, high-quality homes and services. If something has gone wrong, we want you to tell us so we can put it right and improve our services.

A complaint is any expression of dissatisfaction, however made, about our service, actions, or lack of action.

How to make a complaint

You can submit a complaint in any of the following ways:

• Using the online complaints form on this page
• By email: info@imani.org.uk
• By phone: 0208 672 1800
• In writing: 17A Seely Rd, London SW17 9QP
• Through any member of staff

We aim to make our complaints process accessible, simple, and fair for all residents.

Our complaints process

We follow a 2-stage complaints procedure in line with UK social housing requirements.

Stage 1 – Initial response

• We will acknowledge your complaint within 5 working days
• We will provide a full written response within 10 working days

If needed, we may extend this by up to 10 working days, and we will explain why.

Stage 2 – Review

If you are not satisfied with our Stage 1 response, you can request a review.

• We will acknowledge your request within 5 working days
• We will provide a final response within 20 working days

What happens next

When you make a complaint, we will:

• Listen carefully and treat your concerns seriously
• Investigate what happened
• Be fair, transparent, and respectful
• Put things right where we can (e.g. apology, action, compensation where appropriate)
• Learn from complaints to improve our services

The complaints process is designed to resolve issues quickly and improve services for everyone.

What is not a complaint?

Some issues may be handled as service requests (e.g. reporting a repair) rather than formal complaints.
If your issue is better dealt with this way, we will let you know and take appropriate action.

Time limits

You should normally raise your complaint within 12 months of the issue occurring.

If you are not satisfied

If you have completed our complaints process and are still unhappy, you can contact the:

Housing Ombudsman Service

• Website: https://www.housing-ombudsman.org.uk
• Phone: 0300 111 3000

The Ombudsman is independent, impartial, and free to use.

They can investigate complaints about issues such as:

• Repairs and maintenance
• Poor service
• Communication failures
• Anti-social behaviour handling

Our commitment

We are committed to:

• Making it easy for you to complain
• Responding promptly and fairly
• Treating all residents with respect
• Learning from feedback to improve

We are required by law to follow the Housing Ombudsman’s Complaint Handling Code, which ensures our process is accessible, fair, and effective.

Support with your complaint

If you need help making a complaint, you can:

• Ask a friend, family member, or support worker to help
• Request reasonable adjustments (e.g. translation, accessible formats)

Submit your complaint

Please complete the form below and a member of our team will be in touch.