Make a Complaint

Formal Complaint

If you are not happy with the way in which your housing service issue has been handled or you feel you have experienced further unreasonable delays and you wish to make a formal complaint about the service you have received you can do so here


Housing Ombudsman Service

Complaint Handling Code

A new Complaint Handling Code was introduced in July 2020 setting out good practice that will allow landlords to respond to complaints effectively and fairly. Find information about the Housing Ombudsman Complaint Handling Code.


Landlords are asked to self-assess against the Code by 31 December 2020 and publish the results.

Complaints about the Council’s Housing Service are handled by the Housing Ombudsman. The Housing Ombudsman is keen to encourage local settlement wherever possible and has set up a scheme where a Designated Person can act on behalf of a complainant. The role of the Designated Person is to mediate, negotiate and if necessary refer the complaint to the Housing Ombudsman for investigation.

Designated Persons can be:

- A Bassetlaw District Councillor

- A Member of Parliament

- A Member of a Tenant Panel (Please note: Bassetlaw District Council does not have a Tenant Panel that considers complaints)

A complainant can contact any of the approved Designated Persons and request that they look into the Housing complaint. After a Designated Person has investigated the complaint, if a complainant wishes to proceed to the Housing Ombudsman the complainant can request that the Designated Person refer it on their behalf. However, the Designated Person does not have to do this if they feel there are insufficient grounds to do so. In this case a complainant can refer the complaint themselves after eight weeks. If a complainant prefers not to involve a Designated Person the complaint can also be referred to the Housing Ombudsman after eight weeks has passed since the receipt of the final written response.

The Housing Ombudsman details are telephone 0300 111 3000, e-mail: postal address: PO Box 152, Liverpool L33 7WQ.


Last Updated on Monday, December 21, 2020