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How to Complain to Thirteen Group
Thirteen says you can complain using its online form, by phone or email, or in person at a Touchpoint Store. It says it confirms receipt within one working day and aims to resolve stage 1 within five working days, with a stage 2 review by a senior team member aimed within 10 working days. If it is not put right, you can take it to the Housing Ombudsman.
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Complaining to Thirteen Group
How to Complain
Thirteen says you can complain using its online form, by phone or email, or in person at a Touchpoint Store. It says it confirms receipt within one working day and aims to resolve stage 1 within five working days, with a stage 2 review by a senior team member aimed within 10 working days. source
When You Can Escalate
After your landlord's stage 2 (final) response. The Housing Ombudsman says you then have 12 months to refer your complaint. Scheme: Housing Ombudsman. source
The Complaint Handling Code
Two Stages
The Housing Ombudsman says a landlord’s complaints procedure must have no more and no fewer than 2 stages. source
Stage 1 Timescales
The landlord must acknowledge your complaint within 5 working days, then reply in writing within 10 working days of acknowledging it. source
Stage 2 Timescales
It must acknowledge your request to escalate within 5 working days, then reply within 20 working days of acknowledging it. source
Extensions
A landlord can take longer at either stage, but must tell you in writing why and the date it will reply by. source
If It Misses Deadlines
If the deadlines pass without a reply, the Housing Ombudsman’s Dispute Support team can ask the landlord to respond, and can take further action if it still does not. source
Going to the Ombudsman
You need your landlord’s stage 2 response first. You then have 12 months to refer your complaint. The service is free. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 5 working daysLandlord acknowledgesAt stage 1 and again at stage 2
- 10 working daysStage 1 reply dueFrom the date it acknowledged your complaint
- 20 working daysStage 2 reply dueFrom the date it acknowledged your request to escalate
- 12 monthsGo to the Housing OmbudsmanFrom your landlord’s stage 2 response
Steps to Take
Step 1 of 5
If you have not already, report the problem first, for example a repair. A first report is usually treated as a service request, not a complaint.
Step 2 of 5
If it is not sorted, complain to Thirteen Group in writing using the route below. Say what went wrong, how it affects you and what you want done, and ask for a complaint reference. Our free letter templates can help.
Step 3 of 5
Keep a record of dates, names, reference numbers and photos. Our Evidence Timeline keeps it all in date order.
Step 4 of 5
If you are unhappy with the stage 1 reply, ask for stage 2 in writing. Check the deadline for this under Good to Know.
Step 5 of 5
If it is still not put right, take it to the Housing Ombudsman.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies. All are free.
Thirteen Group Complaints
Always start here, in writing.
Housing Ombudsman
Once Thirteen Group has had its chance. See When You Can Escalate under Your Rights.
Shelter Housing Advice
Free, independent housing advice, including on complaints about housing associations.
Your Local Council
For homelessness, housing applications and some other housing problems. Our Council Finder takes you to the right page.
Good to Know
Small things that make your complaint stronger.
Thirteen says it only closes a complaint once you have had the outcome by phone, letter or email. Feedback without your name is accepted but it cannot reply to it.
Put your complaint in writing and keep copies, so you can prove what you said and when.
Say clearly what you want: for example the repair done by a date, an apology, or money back for costs you paid.
Saying “I want to make a formal complaint” helps make sure it is not just logged as a request.
Consumer Protection UK is independent and is not connected to Thirteen Group. This guide uses information published by Thirteen Group and the schemes named here. All product names, logos and brands are property of their respective owners.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 15 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- thirteengroup.co.uk/compliments-and-complaints Checked 15 October 2026
- housing-ombudsman.org.uk/residents/when-to-get-help-from-the-housing-ombudsman Checked 15 October 2026
- housing-ombudsman.org.uk/residents/waiting-for-a-final-response Checked 15 October 2026