What should I do if I’m unhappy with Onward’s complaints service?
The Housing Ombudsman is an independent organisation that investigates complaints. You can get in touch with them at any stage for help. They can look at your complaint if:
- You have been through every stage of our complaints process
- It’s less than 12 months after you first knew about what you wanted to complain about
- The issue hasn’t or isn’t being looked at by a court
You will be asked to fill out a complaint form and give a copy of our response.
You can get in touch with the Housing Ombudsman by:
- visiting housing-ombudsman.org.uk
- emailing info@housing-ombudsman.org.uk
- calling their freephone number 0300 111 3000
- writing to The Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Some of our customers get services that include providing gas and electricity. If you have complained about the gas or electricity services that we provide to you and are not happy with the outcome you can contact the Energy Ombudsman.
The Energy Ombudsman is approved by Ofgem as an independent dispute resolution service which aims to impartially and independently resolve disputes between energy suppliers and their customers.
You can ask the Energy Ombudsman to investigate your complaint if:
- You have fully exhausted our complaint handling procedure
- We notify you that we have been unable to resolve your complaint to your satisfaction within eight weeks and/or have issued you with a deadlock letter
- You feel that you have encountered sustained difficulty in raising your complaint with us
You can get in touch with the Energy Ombudsman by:
- visiting energyombudsman.org
- emailing enquiry@energyombudsman.org
- calling 0330 440 1624
- writing to The Energy Ombudsman, PO Box 966, Warrington WA4 9DF