IDS is really keen to capture learning from any feedback received to improve the services it delivers. It works with residents in formal structures which are detailed in the ‘Get Involved’ section of the website.

We also look at all feedback, both good and bad, and we welcome you to contact us.

We will listen to all complaints and feedback in whatever way is easiest for you. A copy of our complaints resolution and customer care policy can be found on our ‘Policies‘ page.

A report and analysis of what we record and learn is shared with our Board annually and we will share lessons learnt with our customers too.

How to report a complaint to us

We welcome complaints whichever way you feel most comfortable via letter, email, online form or in person. If customers prefer, we are happy that complaints are reported via our staff who will then note the content of the complaint. We will also accept complaints from a third party or representative where consent has been provided.

Call us on: 0208 800 9606


Speak to your Estate Manager or Housing Officer or download the complaints form from our ‘Forms‘ page

What happens when a complaint is made


The Housing Ombudsman

The Housing Ombudsman provide a free service and you can contact them at any point about a complaint. You can find more details on their webpage here by emailing or calling 0300 111 3000

The complaint handling code was introduced by the Ombudsman to set out the recommended way to deal with complaints. Click here to see our self assessment