Service request & formal complaint

What is a Service Request? 

A service request is when you contact us to ask for something to be done. It’s usually the first time you’re letting us know about an issue or asking us to take action. 

This could include things like: 

• Reporting a repair or fault in your home 
• Letting us know a cleaner missed a visit 
• Asking us to look into a noise issue or anti-social behaviour 
• Requesting an update on something you’ve already reported 

By reporting the issue, you’re giving us the opportunity to fix it. We’ll log your request, explain what action we’ll take, and aim to resolve it as quickly as possible. 

If you are a resident wishing to submit a service request, you can do this either via My Karibu app, or using the Connect with us form. 

If you are not a resident, or you don't have access to My Karibu app, you can submit your service request using our Connect with us form (by clicking the pink button below). 

Connect with us form

What is a Formal Complaint? 

A formal complaint is different – it’s when you’ve already made us aware of a service request, but you’re not satisfied with our response, or feel we haven’t handled things properly. 

Examples of when you might make a formal complaint: 

• We didn’t respond within the timeframe we promised 
• The repair wasn’t carried out properly or at all 
• You’re unhappy with how a staff member spoke to you 
• We didn’t follow up or take action on an issue you raised 

It’s important to understand that a formal complaint is about how we handled the issue, not the issue itself. 

Important note about ASB (Anti-Social Behaviour): 

If you are reporting anti-social behaviour (e.g. noise, nuisance, neighbour disputes), that is treated as a service request. 

However, if you are unhappy with how Karibu handled your ASB report — for example, we didn’t take action, failed to follow up, or didn’t communicate clearly — that can be treated as a formal complaint about us. 

A complaint about your neighbour’s behaviour alone cannot be treated as a formal complaint. 

Our Commitment 

Our Complaints policy follow the Housing Ombudsman’s Complaint Handling Code, which means: 

• We treat all formal complaints fairly and consistently 
• We respond within clear timescales 
• We learn from complaints to improve our services 

If you are a resident wishing to make a formal complaint, you can do this either via My Karibu app, or using the Connect with us form. 

If you are not a resident, or you don't have access to My Karibu app, you can submit your formal complaint using our Connect with us form (by clicking the pink button below). 

Connect with us form

You can also submit a formal complaint to us by writing to: 

Complaints team 
Karibu Community Homes 
Unit 3, 8 Kew Bridge  
Brentford  
TW8 0FJ  

You can also email us directly at  complaints@karibu.org.uk 

If you would like someone to act on your behalf in making a formal complaint, we will still need your written consent to discuss your formal complaint, and to correspond accordingly, with them.  

At all times, we aim to respond to formal complaints in a reasonable and timely manner. 

Need help deciding? 

If you're unsure whether your issue is a service request or a formal complaint, please use the Connect with Us form on our website and select 'General Enquiry' as the enquiry type. A member of our team will get back to you within 5 working days. We're happy to talk it through with you and help guide you on the best next steps.