I want to make a complaint
We want to provide a good service, but we know that sometimes things can go wrong. If you are unhappy with the standard of service you have received, something we or someone acting on our behalf has done, or something we have failed to do, we want you to tell us.
You do not need to use the word “complaint” for us to treat your concerns as one.
You can make a complaint through the form beside this, by emailing complaints@zenhousing.co.uk, by telephone, in person, through Pinnacle or another managing agent acting on our behalf, or through someone representing you.
We will handle your complaint in line with our Complaints Policy and the Housing Ombudsman’s Complaint Handling Code.
What happens next
We will always try to resolve issues as quickly as possible. Where you are asking us to put something right for the first time, we may initially deal with this as a service request. If you tell us you are dissatisfied and wish to make a complaint, or remain dissatisfied with our response, the matter will be logged at Stage 1. Our complaints process has two stages.
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Stage one
A written response within 10 working days of acknowledging your complaint, explaining our decision, the reasons for it and any action we propose.
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Stage two
If you remain unhappy you can ask us to escalate to Stage 2, and we acknowledge that request within five working days. Your complaint is reviewed by a senior Zen representative at Director level who was not involved in the Stage 1 decision, and we write to you within 20 working days of acknowledging the escalation. This is the final stage of our process.
In exceptional circumstances, we may need additional time to respond. If this happens, we will explain why, tell you when you can expect a response and provide details of the Housing Ombudsman Service.
How we are doing on complaints
We publish information about how we handle complaints and what we learn from them, including our Complaints Policy, our self-assessment against the Housing Ombudsman Complaint Handling Code, our annual review of complaints and our board’s response to the annual review.
If you are still not happy
You can contact the Housing Ombudsman Service for advice and support during the complaints process. Once you have completed both stages of our complaints process, you can ask the Housing Ombudsman to consider your complaint if you remain dissatisfied.
The preferred way to contact the Housing Ombudsman is through its online complaint form. You can also call 0300 111 3000 or write to Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET.
From 13 January 2026 the Housing Ombudsman no longer accepts new case enquiries by email.