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Complaints procedure

Sage’s Principles:

  • We aim to put things right and learn lessons for the future.
  • We will try wherever possible to resolve a complaint to the customer’s satisfaction.
  • We consider complaints to be important feedback which we can use to improve the way we do things.
What is a complaint?

We have defined a complaint as any level of dissatisfaction with the service we provide, where a response is expected, and specifically where a customer believes that: 

  • We have not followed our policy, procedure or complied with our service standards
  • We have treated them unfairly
  • There are excessive or unexplained delays, or enquiries have not been dealt with promptly and in full
  • We have failed to meet the requirements of the Regulatory Framework for Social Housing
Make a complaint 

Complaints should be made within a reasonable period which would normally be within six months of the matter occurring. In exceptional circumstances we may decide to respond to a complaint outside of this timescale. 

Either yourself or another person (friend, relative, adviser or another representative) can make a complaint on your behalf.

We must have the written consent from you to accept a complaint on your behalf.

You can raise your compliant through the portal* but if you prefer you can either call us or send an email to

*We encourage you to raise the complaint through the customer portal if able. In instances where you make a complaint through any of the other ways, we will raise a ticket for you through the customer portal.  

Complaint Stages



If you feel your complaint is not resolved 

Housing Ombudsman
  • If you have been through the appeal process and are still unhappy, you can ask the Independent Housing Ombudsman to look into your complaint.
  • You must wait 8 weeks after receiving the Stage 2 response before contacting the Housing Ombudsman.
  • Contact details for the Independent Housing Ombudsman can be found at
Regulator of Social Housing 
  • If you have been through the appeal process and the complaint relates to ‘serious detriment’, you are able to raise this with the Regulator of Social Housing. 
  • Such complaints can only be taken up through a third party such a tenants’ group, a councilor or an MP. You will be given appropriate assistance and advice should you wish to follow this route. 


Sage is committed to respecting equality and diversity in all aspects of our work and will treat customers with fairness and respect and ensure that our services are accessible for all.