Complaints procedure
Source: gov.uk (2025-06-12)

How to make a complaint about Homes England, Help to Buy or Help to Build.

There are 3 complaints processes:
- Homes England complaints (#HE-complaints)
- Help to Buy complaints (#HTBuy-complaints)
- Help to Build complaints (#HTBuild-complaints)
Make sure you follow the right process. Using the wrong one could delay our response.

Homes England cannot help with complaints about Help to Buy: ISA. (https://www.ownyourhome.gov.uk/scheme/help-to-buy-isa/)

Homes England complaints

Types of complaint

You can complain about the service we’ve provided.

Homes England will investigate complaints that concern:
- failure to follow Homes England procedures
- poor treatment from Homes England
- discrimination
- undue delays
- failure to comply with our service standards
Homes England are not able to investigate complaints that concern:
- the service received from a housing association
- the service received from a local authority
- matters that are the subject of police investigations or court proceedings or where the customer has indicated that they have, or intend to, involve the police or commence court proceedings
- the Freedom of Information Act, Environmental Information Regulations and Data Protection Act, which are subject to different procedures
Making a complaint

Complaints should be made no later than 3 months after you became aware of the problem or should reasonably become aware of it. Correspondence to escalate your complaint to the next stage within our procedure should also be made within 3 months upon receipt of our response letter.

You can submit a complaint via our online complaint form (https://forms.office.com/r/7fAUZYfYtJ) or via this downloadable version. Do not use this form for Help to Buy (#HTBuy-complaints) or Help to Build complaints (#HTBuild-complaints).

(https://assets.publishing.service.gov.uk/media/66e158caa325829f6a5e2686/External_Complaint_Form.doc)

External complaint form (https://assets.publishing.service.gov.uk/media/66e158caa325829f6a5e2686/External_Complaint_Form.doc)

MS Word Document, 196 KB

This file may not be suitable for users of assistive technology.

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email xxx@xxx.xx (mailto:xxx@xxx.xx). Please tell us what format you need. It will help us if you say what assistive technology you use.

You can also write, email, telephone or complain in person.

We will acknowledge receipt of your complaint within 5 working days and will respond to you within 20 working days.

Email: xxx@xxx.xx (mailto:xxx@xxx.xx)

Telephone: xx-xxxx-xxxx

Write to:

Information Governance Team (Complaints)Legal ServicesHomes England10 South ColonnadeCanary WharfLondonE14 4PU

What happens next

Our complaint procedure is made up of 3 stages.

Stage 1

Your complaint at stage 1 will be investigated by the operating area to which your complaint relates to. The response will be issued with approval from the Director responsible for the operating area.

Stage 2

If you’re unhappy with the response received to your stage 1 complaint then you can escalate the complaint to stage 2 of our procedure. Your complaint at stage 2 will be investigated by a member of the Legal Services Team. You can escalate your complaint by using the communication channels in the ‘Making a complaint’ section above.

Stage 3

If you remain unhappy with our stage 2 response then you can refer your complaint to the Centre for Effective Dispute Resolution (https://www.cedr.com/), who will carry out an independent review.

If you are still not satisfied, you can ask your MP to take your complaint to the independent Parliamentary and Health Service Ombudsman (https://www.ombudsman.org.uk/) to review the handling of your complaint.

Help to Buy complaints

Follow the Help to Buy complaints process (https://www.gov.uk/guidance/help-to-buy-complaints-procedure).

Help to Build complaints

Follow the Help to Build complaints process (https://www.gov.uk/apply-for-help-to-build-equity-loan/make-a-complaint).

Report fraud or economic crime

Find out how to report fraud or economic crime to Homes England (https://www.gov.uk/guidance/report-fraud-or-economic-crime-to-homes-england).

Privacy notice

Homes England is committed to protecting your privacy and the security of your personal data. Please read our privacy notice to find out more about how we do this (https://www.gov.uk/government/organisations/homes-england/about/personal-information-charter).