Make a complaint
If something goes wrong, we’ll put it right—quickly, fairly, and openly. We’ll always treat your feedback with respect and keep you updated every step of the way.
So, what counts as a complaint?
A complaint is any expression of dissatisfaction about our service, actions, or lack of action.
Let us know what’s gone wrong – we’re here to help.
Speak to our team if you want to talk through your issue – we’ll work to put things right.
020 4524 5200
Manage your home and raise a complaint anytime
Making a complaint
We’ll always do our best to sort things quickly and keep you in the loop if it takes a bit longer. If you’re not happy with our first response, you can ask for a Stage 2 review by someone else on the team. Still not satisfied? You can take your complaint further to the Housing Ombudsman Service.
Some things aren’t covered by our complaints policy—like issues we have heard about before, neighbour disputes (unless it’s about how we handled them), or things that happened over a year ago. If your issue isn’t something we can take forward, we’ll explain why and let you know what your options are.
Here’s how our complaints process works, step by step:
Performance
Sparrow is part of the Housing Ombudsman’s Scheme and follows its code. That means we hold ourselves accountable for the work we do and the decisions we make - so you can always expect fairness and transparency from us.
