If you have a complaint about our services, we are here to help.

You can contact us in the following ways:

• Online: Complete our complaints form here.
• Email: Send your complaint to complaints@awol.co.uk
• Post: Write to us at:
  AWOL Complaints Department
  2 Residence Building
  10 Victoria Road
  London
  W3 6FF
• Phone: Call us on +44 20 4583 3687

Our Complaints Process

We follow a two-stage process to resolve complaints:

Stage 1: Initial Complaint Resolution

1. Once we receive your complaint, we will acknowledge it within 5 working days.
2. We will assign your complaint to the relevant team or individual for investigation.
3. We aim to provide a full response within 10 working days of receiving your complaint. If we require more time, we will explain why and let you know when you can expect a response.

Stage 2: Escalation

If you are not satisfied with the response at Stage 1, you can request for your complaint to be escalated.

1. To escalate your complaint, let us know within 30 calendar days of receiving our Stage 1 response.
2. A Senior Manager will review your complaint.
3. We will aim to provide a full response within 20 working days. If we need additional time, we will communicate this clearly.

Still Unhappy?

If you are dissatisfied with our final response, you can escalate your complaint to the Housing Ombudsman.

The Housing Ombudsman provides impartial and independent advice for tenants and leaseholders in resolving disputes with housing providers.

• Website: www.housing-ombudsman.org.uk
• Email: info@housing-ombudsman.org.uk
• Phone: 0300 111 3000
• Post: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

You must escalate your complaint to the Housing Ombudsman within 12 months of our final response.

For further information on how we manage your complaint, please refer to our complaints policy.

Data Protection

If your complaint concerns how we use or manage your personal data, the Stage 2 complaint will be referred to our Data Team for review.

If you remain dissatisfied with our response, you may escalate your complaint to the Information Commissioner’s Office (ICO). Please note that the Housing Ombudsman does not deal with data protection complaints.

For more information on your data rights, visit the ICO’s website: www.ico.org.uk.

Housing Ombudsman complaint handling code

We are required to assess our complaints service against the Housing Ombudsman Complaint Handling Code annually. You can review our latest self-assessment and improvement reports (September 2024) below:

• Self-Assessment Form
• Annual Complaint Performance Report & Improvement Report