If you are unhappy with a service that you have received from us and wish to make a complaint, we need to know so we can put things right as soon as possible.

We welcome your feedback as this gives us the chance to improve our services. So whether you have a complaint, compliment or some other feedback you would like to share with us we would like to hear from you. The form to do so is at the bottom of this page.

We will respond to any complaint as fully as possible within 10 days.

Please click to read our complaints and compliments policy. If you know that you are entitled to compensation, please click here to submit your claim.

What is a complaint?

We define a complaint as an expression of dissatisfaction about the standard of service, actions or lack of action by Westward, our colleagues, or those acting on our behalf that effects an individual customer or group of customers.

A complaint is not a:

  • request for a service
  • report of a fault or defect
  • query about a policy
  • request for information
  • dispute

  

Complaint code

The Housing Ombudsman is set up by law to look at complaints and resolve disputes involving the tenants and leaseholders of social landlords like Westward.

The Ombudsman won’t usually consider a complaint that hasn’t first been looked at by us through our formal complaints process.  The Ombudsman’s website has really useful information and videos about making a complaint and you can access this at any time: housing-ombudsman.org.uk

The Ombudsman's Complaint Code sets out good practice about responding to complaints effectively and fairly. Westward has self-assessed Westward against the code and you can read the results here: Westward Complaints Self Assessment June 2025.

Our Annual Complaints Report (2025) is sent to Westward board and their response to the report and Ombudsman self-assessment can be found here.

Our board has carefully considered the Housing Ombudsman's Landlord Report - Westward Housing Group Ltd, including the findings and areas of learning that have been recommended.

The board at Westward acknowledge receipt of the 2024/25 landlord performance report from the Housing Ombudsman and welcome its findings as an important part of our commitment to transparency and continuous improvement.

We are pleased to note the reduction in maladministration findings from 90% to 56% in 2024/25. This improvement is a positive step forward and reflects the continued efforts of colleagues across Westward to respond to complaints in a timely, fair, and effective way.

We know that we will not always get things right, and we remain committed to listening to our customers and learning from their experiences. While our aim is to resolve complaints effectively within our own processes, we recognise that in some cases escalation to the Ombudsman is unavoidable. Where this happens, the board are reassured that colleagues are responding constructively and promptly to ensure fair outcomes are achieved for our customers.

While the reduction is encouraging, we recognise there is still more to do. The board will continue to ensure the organisation is applying lessons learned from complaints to improve the way services are delivered. We remain committed to ensuring that our services reflect the needs and expectations of our customers, and that complaints are used as a vital tool for learning and service development.

We publish topic-based assurance tables on our website to show where we meet the recommendations and where additional actions are required. 

Make Things Right

It matters that you know how to complain to your housing association so the government has launched a complaints awareness campaign on a website which you can view here: Social Housing Complaints - Make It Right

Feedback summary from the past quarter

This is our complaints performance summary for April to June 2025.

Total complaints

Department

Count

Property Services

73

Westward Property Services

18

Housing Team West

9

Housing Team East

8

Support Services

8

Supported Housing

6

Asset Management 

5

Customer Enabling Hub

4

Enabling Hub Management

3  

Customer Engagement

2

Income Team

2

Property Compliance Team

2

Development

1

Emergency Helpline

1

Housing Services

1

Incomes

1

Lettings

1

Total

145

  • 94.48% of complaints resolved in 10 working days
  • 94% of complaints resolved and closed at stage 1
  • 57 total compliments 68% of which for staff attitude
Total compliments

 

Count

Contractor

14

Service provided

4

Staff attitude

39

Total

57

 

  • 43 compensation claims with a £2,741 total payout

Our complaints process

Please watch this short film that explains our complaints process: 

Our aims for complaint handling are:

  • 99% complaints resolved and closed at stage one
  • resolve complaints within Ombudsman timescales
  • continue to learn from customer complaints and ensure these lessons are shared with colleagues

To make a complaint or give a compliment, complete this form:

Service Improvements

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