Start by telling us what went wrong.

For a complaint about Aspect’s support or service, call (0121) 792 5342 or email complaints@aspecthousing.org.uk. Explain the issue, any previous contact and what you would like put right. Ask for the complaint procedure, who is handling it and when to expect a response.

You can ask someone to help you explain the complaint and request communication support. Keep copies of your complaint and the responses. If you remain unhappy, ask how to escalate under the applicable procedure and request a final written response.

If a Registered Provider is your landlord.

Check your tenancy or occupancy agreement for the landlord’s name. Where a Registered Provider is the landlord, Aspect’s involvement in support or management does not make Aspect the landlord. Ask the office to explain the responsible provider and its complaint route for your address.

For a complaint about the landlord’s housing service, including work delivered on its behalf, use the landlord’s complaint procedure. You should not be asked to complete an extra, separate contractor complaint process before accessing the landlord’s process.

Understand the different roles

Independent help from the Housing Ombudsman.

If your landlord is a member of the Housing Ombudsman Scheme, the Ombudsman can help when a complaint is not progressing or responses are delayed. Investigation normally follows the landlord’s final stage-two response. You can ask for guidance before that point.

Contact 0300 111 3000 or info@housing-ombudsman.org.uk. The service can explain whether your complaint falls within its remit.

Read the Housing Ombudsman’s complaint guidance and current contact information.

Different redress arrangements may apply to a complaint outside that scheme. Ask the responsible provider to identify the appropriate route in its final response rather than assuming every Aspect-related complaint goes to the same body.