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Making a Complaint

Here at Watmos, we are committed to providing high-quality services to our residents. However, we do understand that sometimes we get things wrong. If you are dissatisfied with any aspect of our service, we encourage you to raise a complaint so we can address your concerns and improve where needed. 

What Is a Complaint?

A complaint is an expression of dissatisfaction about the standard of service, actions, or lack of action by our organisation, our staff, or those acting on our behalf. This includes issues such as: 

  • Delays or failure to provide a service 
  • Staff conduct 
  • Poor communication 
  • Failure to follow policies or procedures 

Complaint vs. Service Request

A service request is a request for a specific service to be delivered, such as reporting a repair or noise nuisance, requesting information, or asking for an appointment. It becomes a complaint if: 

  • The service was not delivered as expected 

  • There was an unreasonable delay 

  • The response was inadequate or incorrect 

Understanding the difference helps ensure your concern is directed to the right team and handled appropriately. 

How to Make a Complaint

You can submit a complaint through the following channels: 

  • Online: www.watmos.org.uk/comment-or-complaint 
  • Email: info@watmos.org.uk 
  • Phone: 01922 471 910 or 0207 043 0670 
  • Post: 116-120 Lichfield Street, Walsall, West Midlands WS1 1SZ 
  • In Person: visit Watmos offices (London or Walsall) or speak to any staff member 

Please include relevant details such as dates, names (if applicable), and the outcome you are seeking. 

NOTE: A representative can act on your behalf, but we MUST have signed authorisation that you wish us to correspond with that person. 

Our Complaints Procedure

We follow a two-stage complaints procedure. 

Complaints Procedure at a glance…

Our complaints process

Complaints Procedure in detail…

Stage 1 – Initial Investigation 

Your complaint, once received, will be acknowledged within 5 working days.  

Your complaint will be investigated by a complaint handler, who will aim to contact you within 2 working days after the acknowledgement has been sent, to discuss your complaint. 

We aim to respond within 10 working days after the acknowledgement. If more time is needed, we will let you know.  However, it will be no longer than an additional 10 working days. 

Stage 2 – Formal Review 

If you are not satisfied with the Stage 1 response, you may request a Stage 2 review.  Once received, this will be acknowledged within 5 working days. 

The review will be conducted by a senior officer not involved in the original Stage 1 investigation.  

A response will be provided within 20 working days after the acknowledgement. If more time is needed, we will let you know. This extension will be no longer than a further 20 working days. 

What to do if you’re still unhappy?

If you remain dissatisfied after Stage 2, you may escalate your complaint to the Housing Ombudsman Service, which provides independent and impartial dispute resolution.  

You can also approach Housing Ombudsman Service at any time during the process of your complaint for support and guidance. 

Housing Ombudsman Contact Details 

  • Phone: 0300 111 3000 
  • Email: info@housing-ombudsman.org.uk 
  • Online Complaint Form: Visit the Housing Ombudsman website 
  • Postal Address: 
    Housing Ombudsman Service 
    PO Box 1484 
    Unit D 
    Preston 
    PR2 0ET 

Please note: It is recommended to use the online form rather than post, as postal submissions may be delayed. 

Need Assistance?

If you need help making a complaint or require information in an alternative format, please contact us. We are here to support you.