Service request & 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. 

Karibu will always give residents the choice to make a complaint, and we will decide whether the issue is a service request, service failure, feedback, or a complaint.

• A service request is when you ask us to put something right for the first time.
• A service failure is when we have not delivered a service as promised. If you complain about this, it will be treated as a complaint.
• If you are unhappy with the response to a service request, a complaint will be raised, even if the service request is still ongoing. This will not delay any actions needed to fix the original issue.

We will always try to resolve issues early, but if you wish to make a formal complaint, it will be formally logged and acknowledged within 5 working days. Expressions of dissatisfaction from non‑Karibu residents will also be treated as complaints.

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. 

How to Make a Formal Complaint

If you would like to make a formal complaint to Karibu Community Homes, you can contact us using any of the methods below:

1. Online Contact Form

Use our Connect With Us form available on our website by clicking the pink button below.

Connect with us form

2. Call Us

Speak directly with our Complaints Officer by calling 020 8607 7777.

3. Email Us

Send your complaint to complaints@karibu.org.uk.

4. Write to Us

You can submit your complaint by post at:

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

5. Social Media

Reach out to us through any of our official social media channels. You’ll find icons linking to these platforms on the right side of every page on our website.
We are active on Facebook, Instagram, TikTok, YouTube, X (formerly Twitter), and LinkedIn.

6. Visit Us in Person

You are welcome to visit our head office in Brentford to speak with our Complaints Officer in person:

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

Choose whichever contact method you prefer; we’ll take it from there and make sure your issue goes to the right place.