Complaints

If you have already been in touch with Abri and things haven't been put right, you've not received the service you need and you remain unhappy, or if you are not happy about a building safety risk in one of our high risk buildings, you can raise a formal complaint.

Delivering a great experience to our customers is top of our agenda. In fact, we have big ambitions to become a top ten provider of customer service in the UK.

But we understand that sometimes we may not get it quite right and if that happens, we will listen, learn and take prompt action to put matters right.

Our annual Complaints Performance and Service Improvement Report was presented to and approved for publication by our Customer Committee on 11 June 2025 and the Self-Assessment against the Housing Ombudsman Code on 4 September 2025. Following this sign off process, both documents will also go to Group Board for noting in October.

The Committee have confirmed that they are assured that the self-assessment is a true reflection of Abri’s complaint handling, with quarterly performance being presented to them to track progress and areas for improvement, giving the Committee clear insight on what they were expecting to see both in the self-assessment and the annual report. Whilst there were achievements to be celebrated, it was also recognised Abri are still on a journey with complaints handling needing to improve further.

The Committee noted lessons learnt from complaints, and that this insight has been used to improve services to customers, with evidence of reduced complaints in key focus areas such as anti-social behaviour, noise concerns, and no access. Using the Root Cause Analysts and Service Improvement Team within Abri, this work will continue during this year, with analysis including insight from other customer feedback, such as customer surveys. Our key focus in 25/26 will be to improve our communication with customers, our most frequent complaints’ theme.

The Committee also identified improvements to be made in relation to complaints escalating from stage 1 to stage 2 and customer satisfaction with complaints handling, both of which will be an area of focus in 2025/26 with further analysis and action plans already in place.

Read the Abri Complaints Annual Report

We provide a simple, fair and consistent approach to all complaints and we use the learnings to drive service improvements across our business. We appreciate your feedback and we’re committed to turning things around for you.

You can log your complaint by filling out the form at the bottom of this page.

Please provide as much information as possible regarding your complaint and we’ll get back to you as quickly as possible.

Alternatively, we have several ways you can get in touch about your complaint:

• Call our Customer Contact team on 0300 123 1567
• Write to our Customer Relations team at: Abri, Collins House, Bishopstoke Road, Eastleigh, Hampshire SO50 6AD
• In-person at one of our office receptions
• Email to hello@abri.co.uk or customerrelations@abri.co.uk.
• Web chat on the Abri website or the customer portal
• Message on the customer portal
• Social Media including Facebook (search Abri Community)
• Download the word version of our complaint form and return it to us via post or email

Are you a legacy Silva customer?

Please contact us via the following methods:

• Email customerrelations@abri.co.uk
• Call 0300 123 1567
• Write to our Customer Relations team at Abri, Western Peninsula, Western Road, Bracknell, Berkshire, RG12 1RF
• Social media including Facebook (Abri Community)
• Download the word version of our complaint form and return it to us via post or email.

Our complaints policy has been updated to help us meet our new obligations under the Building Safety Act 2022 (Section 93) which requires the Principle Accountable Person (PAP) to establish and publish a complaints system.

A relevant Building Safety complaint is defined in the Building Safety Act as a complaint relating to: A ‘building safety risk’ - a risk to the safety of people in or about the building arising from either the spread of fire of structural failure; and/or the performance by an accountable person with regard to their duties.

Where a complaint regarding building safety does not meet the above definition, it may still be able to be reviewed under the wider housing complaints policy. We will advise if this will be used instead.

If you have reported a fire or structural issue in a high risk building and are unhappy with how we dealt with it you can make a complaint – and we’ll try our best to put things right.

You might want to complain about our performance in meeting our legal duties under the Building Safety Act – for example, communications to residents and how we manage building safety issues.

If you are unsatisfied with the outcome of your complaint you can refer this to the Building Safety Regulator.

The Housing Ombudsman Service is set up by law to look at complaints about registered housing organisations, including housing associations and local authorities.

As a member, we are committed to working with the Housing Ombudsman by complying with their investigations and learning from their outcomes.

The Housing Ombudsman’s service is free, independent and impartial and they can be reached by using the contact details below.

• Complete an online complaint form
• Phone: 0300 111 3000
• Email: info@housing-ombudsman.org.uk
• Postal address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

For building safety complaints there is a different escalation process, if you are unhappy with how we have dealt with your building safety compliant you can refer it to the Building Safety Regulator.

Everyone deserves a home that is safe, secure, and well maintained. If you live in social housing, your landlord is responsible for fixing issues, including damp and mould, leaks, broken locks or changes you need to your home if you’re disabled.

They can also help with anti-social behaviour, like noisy neighbours. Know the steps to get an issue fixed.

Step 1. Report it to your landlord. Then, if it is not fixed...

Step 2. Complain through your landlord’s complaint process, and if you’re not happy with the final response from your landlord...

Step 3. Escalate your complaint to the Housing Ombudsman.

Advice about contacting the Housing Ombudsman

The Housing Ombudsman is impartial, will investigate fairly and can order your landlord to take action. Once the Housing Ombudsman has ruled against a landlord, they must show they are taking action within 6-8 weeks.

Last year, the Housing Ombudsman ordered landlords to pay over £1m in compensation to residents. Know your rights, visit gov.uk/social-housing.