Complaints handling procedure

Spruce Homes Limited aims to deliver high-quality services at all times, however we understand that sometimes you need to tell us if something has gone wrong. If you would like to make a formal complaint to Spruce, then there are a number of ways in which the complaint can be raised, to review these different contact methods please review our complaints policy alongside our complaints procedure.

Once your complaint has been sent to us we will formally acknowledge your complaint and aim to provide you with a full response within 10 working days. If we require more time to respond, we will let you know.


If you are unhappy with our response and findings to your complaint, you have the opportunity to escalate it to Stage 2 of our complaint process, where a more senior manager will provide you will a response to any concerns you feel have not been adequately addressed or responded to.


If following the Stage 2 complaint response, you remain dissatisfied, then you can approach either the Housing Ombudsman Service (HOS) or the Property Redress Scheme (PRS) directly. You can also visit the PRS’ website and fill in a complaints form.

Their contact details are:

Housing Ombudsman Service

PO Box 152


L33 7WQ

Phone: 0300 111 3000




The Property Redress Scheme

Premiere House, 1st Floor

Elstree Way






As requested by the Housing Ombudsman Service, we have published a self assessment of our complaints policy against their 2000 Complaints Handling Code. To see this self assessment please click here