Metropolitan

Feedback and complaints

We value feedback because it helps us to improve the services we provide.

If you aren’t happy with the service we’ve provided, or if you have any suggestions about how we could do things better, we want to hear from you. Likewise, if you feel there’s something we’re doing well, we’d like your feedback too.

How to leave feedback or make a complaint

The quickest way is to use our online forms:

You can also:

  • call us on 020 3535 3535
  • email us at customercare@metropolitan.org.uk
  • write to us at Metropolitan, PO Box 10262, Nottingham NG8 9LE
  • or talk directly to your housing services officer

Making a complaint: what happens next?

We’ll acknowledge your complaint within two working days. An officer will be assigned to your complaint and you will receive a full response within 10 working days.

Taking a complaint further

If you’re not happy with the response you receive, you can escalate your complaint. For more information on our complaints process, please see our ‘Complaints, compliments and suggestions’ leaflet.

Housing-related complaints

If you’re not happy with our response to a complaint about a housing-related issue such as a repair, you can contact:

Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN

Telephone 0300 111 3000 or email info@housing-ombudsman.org.uk.

Housing Ombudsman Service online complaint form

Care-related complaints

If you’re not happy with our response to a care-related complaint at a service registered by the Care Quality Commission, please contact the commission directly.

Support-related complaints

If you’re not happy with our response to a complaint about one of our other support services, you can contact your local authority directly.