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Complaints Procedure
Metropolitan Home Ownership is committed to providing a high quality of service to all our residents and customers. We recognise that from time to time we do not get things right and so the following information sets out what to do if you want to make a complaint.
Who can complain?
Any resident or customer who receives services, or is affected by the decisions or actions of Metropolitan Home Ownership.
What is a complaint?
You can make a complaint if you are dissatisfied with any aspect of our services or our actions. Typically, a complaint could be about:
The quality of our services, standards or information, delays in delivering a service, failure to deliver a service, our policies or decisions or the way you have been treated.
How do I complain?
There are 3 stages to MHO’s formal complaints procedure, which are set out in the complaints form. When something first goes wrong, the best person to discuss it with is a front line member of staff, such as someone in the Customer Services or Sales Team, who will try to resolve the issue.
For full details of the complaints procedure download a complaints form or call us on 020 8920 7777 and we will send you a complaints form.