Make a complaint 

If you have an emergency, please phone our Emergency Repair Telephone Number 0800 389 4616

If you would like to complain about our service, you can submit your complaint here


or contact us directly by phone, email or post, or in person at our office.

You can read our short guide to making a complaint here.

To view our full Complaints and Concerns policy, click here.

To view our complaints procedure, click here. 

To view our Annual Complaints Performance and Service Improvement Report, click here


The Housing Ombudsman’s Complaint Handling Code

In July 2020, the Housing Ombudsman published a new Complaint Handling Code, which has since been updated in 2022. It sets out good practice that will allow landlords like Arawak Walton to respond to complaints effectively and fairly.

You can read the Code here: The Housing ombudsman's Complaint Handling Code (

Here is another useful summary link regarding the Ombudsman’s services: Telling residents about our service - Housing Ombudsman (

Although the Ombudsman will normally expect our complaints process to be followed before looking into a case, customers can contact them at anytime using the contact details in this link - Housing Ombudsman.

Sharon Thomas Board Member has been appointed as the Member Responsible for Complaints. 




Landlords are required to self-assess against the Ombudsman’s Code and publish the results. You can view the results of our self-assessment here.

Our Tenant’s Quality Panel members are always included in the review process of our Complaints Policy and Procedure.

As a result of the review we have implemented the following changes to the Policy:

  • Incorporated a clear Exclusions section in the Complaints Policy 
  • Adjusting the timescale for responding to complaints 

We have also identified the following ongoing actions:

  • Contractor appraisals for repairs / keeping appointments
  • Training for staff
  • Updating our records with tenants up to date contact details