Contact Us

If you’re unhappy with the service you have received, the way we’ve handled a situation, or perhaps you have a concern about an NRH tenant or neighbour, you have the right to make a complaint. We take all complaints seriously and aim to resolve issues fairly, promptly and confidentially, in line with our Complaints and Appeals Policy.

You can make a complaint through our Compaints & Appeals form.

What we’ll do:

• Acknowledge your complaint within 2 business days.
• Investigate the matter and keep you informed throughout the process.
• Provide a clear response and rationale for the decision made and where appropriate, take steps to fix the issue – within 28 days, where possible.

If more time is needed, the complainant will be provided a revised timeline.

If you believe a decision we’ve made was incorrect or unfair, you can request a formal review through our contact form.

What we’ll do:

• Acknowledge your request for an appeal within 2 business days.
• A different manager or senior officer not involved in the original decision will investigate the matter.
• The nature of the appeal will be confirmed with the appellant and additional information may be sought.
• Provide a clear response and rationale for the decision made, and where appropriate, take steps to fix the issue – within 28 days, where possible.

All feedback – whether it’s a complaint or compliment, is treated confidentially and handled according to our policies and in line with legislative requirements.

View our policies.