Complaints and feedback

We welcome your feedback as it helps us to learn what we are doing well, where we need to improve and where something has gone wrong that we need to put right.

What can you contact us about?

You can contact us if you have a complaint, a suggestions you have to improve our service or if you’ve experienced really good service.

How you can contact us

Online

Fill in our online complaints form at the foot of this page.

You can also email your Housing Officer, Property Manager, Accommodation Officer or Revenues Officer directly or alternatively send us an email.

By telephone:

You can call:

Renters:

Home owners

Keyworkers and students – If you are living in one of our key worker or student flats, contact your local accommodation office.

Unsure who to call?

Renters – 0300 456 2929 and choose option 3

Home owners – 0300 456 2929 and choose option 4

Keyworkers and students – your accommodation office

Write to us

Thames Valley Housing Association FREEPOST TK1763 Premier House 52 London Road Twickenham Middlesex TW1 3RP

In person:

Come to Reception on the first floor at Thames Valley Housing Association, Premier House,  52 London Road, Twickenham, Middlesex, TW1 3BR

Key workers can visit their local accommodation office.

Unreasonable behaviour

We are committed to providing excellent services and working with you to reach a positive conclusion to the issues you raise in your complaints. Very occasionally, someone may take up a disproportionate amount of our time by using complaints to behaving in a way which is unacceptable or unreasonable. At the recommendation of the Housing Ombudsman, we have a process for dealing with these situations.   If you would like further information on this, please contact your Housing Officer (Tenants) or Property Manager (Home Owners) or call 0300 456 2929.

Complaints & Suggestions Form

We welcome your feedback as it helps us to learn what we are doing well, where we need to improve and where we have got something wrong that we need to put right.

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How we’re doing

You can make a complaint, tell us how you think we're doing and find out about our service pledge to you.

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