Make a complaint

Sparrow is committed to providing a consistently high quality of customer service. If you think we’re not living up to these high standards, you can let us know through the Sparrow customer portal, or emailing enquiries@sparrowsharedownership.co.uk  

Photo of Sparrow-housing

link button view policy

If you would prefer to write to us, please email enquiries@sparrowsharedownership.co.uk

or send your letter to the following address: 

Sparrow Shared Ownership Homes, 241 Southwark Bridge Road, London SE1 6FP

Taking your complaint further

You can also contact the Housing Ombudsman Service at any time or if you’ve been through our complaints process and are still unhappy. This is a free and impartial service, set up by law to resolve disputes involving tenants/leaseholders and registered providers. Contact the Housing Ombudsman Service in three, easy ways: 

  1. Email info@housing-ombudsman.org.uk

  2. Call them on 0300 111 3000

  3. Write to them at Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET 

Keeping ourselves accountable 

Sparrow (until recently Sage Housing Limited) is a member of the Housing Ombudsman’s Scheme and abides by its code, making sure we stay accountable for the work we do and decisions we make. You can read our self-assessment against the Housing Ombudsman's Code here and our Annual Complaint Performance and Service Improvement Report .

A Sparrow customer with a playing playing two dogs

Buying more shares in your home

As a Sparrow shared owner, you can buy more shares in your home (known as "staircasing"). Find out how staircasing works and what you need to do.

A Sparrow customer cooking in kitchen with dog

Selling your home

If you decide its time to move on, we here to help you on that journey too. Find out about selling your share of your Sparrow home.

Photo of Toni_RBP8777.jpg

Report a safety concern

If you have a concern about safety relating to a building we own or about anti-social behaviour (ASB), please contact Sparrow Customer Services.

Row of houses behind green field

Make a complaint

How to make a complaint if you think we are falling short of our commitment to high quality customer service.

Woman checking the function of a fire alarm fastened to the ceiling. The woman is pressing the text button on the alarm unit.

Fire safety

If you’re worried about fire safety in your home or neighbourhood, please contact us immediately on 020 4524 5200. In an emergency always call 999.

A photo of housing rooftops

Financial wellbeing

Find out what to do if you struggling financially or want useful tips to make your money go further.

Photo of Sparrow-customer-smiling-in-doorway

FAQs

Here you will find answers to the questions most commonly asked by our customers on a range of topics from who we are to parking and renovations.