Thirteen Group complaint?

Do you have a dispute or a bad customer experience with Thirteen Group? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

Call Thirteen on 0300 111 1000, from 8am to 7pm Monday to Friday and 9am to 3pm on Saturday; the same number takes emergency repairs out of hours. You can also email customerservices@thirteengroup.co.uk, use the My Thirteen portal, send a message on social media or call in at a Touchpoint store in Middlesbrough or Stockton. Complaints have their own email address, shown in the contact details at the top of this page. Have your tenancy or rent account reference ready, and ask for a reference number for every repair or complaint.

Heating fault or rent charge to put in writing? Start your complaint here as well, and we push it out to Thirteen Group by email, social media and printed letters.

To report a repair to Thirteen Group, use the My Thirteen portal, call 0300 111 1000 or email customerservices@thirteengroup.co.uk, and ask for a repair reference; emergency repairs out of hours go to the same phone number. Describe the fault, the room, how long it has been happening and whether it affects heating, hot water, safety or anyone's health, and add dated photos. Keep a log of each appointment, whether the operative came and what was done.

If a job is not finished on the day, ask for the follow-up appointment and its reference before the operative leaves, so the repair stays one job with one history.

Thirteen Group's complaints procedure has two stages. Make the complaint by phone on 0300 111 1000 or by email to the complaints address shown in the contact details at the top of this page, say clearly that it is a formal complaint, and set out what went wrong, the dates and the outcome you want. Thirteen aims to answer at stage 1 within five working days; if you are unhappy with that answer, you can ask for stage 2, which it aims to answer within 10 working days. Keep every reference number, letter and email.

Stage 1 answer you disagree with? Open a case with us: our trained AI keeps coaching you on what to send Thirteen Group at each stage and when to push again.

Yes: the Housing Ombudsman Service looks at complaints about social housing providers in England that are members of its scheme, and Thirteen Housing Group Limited is on its list of landlords, so it covers complaints by Thirteen tenants and leaseholders about housing management such as repairs, property condition, charges, antisocial behaviour and complaint handling. The Housing Ombudsman Service generally expects Thirteen Group to have had the chance to put things right first, so keep a record of every call, email, visit and reference number.

Disrepair you want set out properly? We help you write the complaint in minutes through our complaint process, with every repair reference and date in order.

Nothing has been reported about Thirteen Group here yet. Our research shows what typically goes wrong at large housing associations in the North of England: repairs that are slow to be booked or left half done, damp and mould, heating and hot water faults, rent account and service charge errors, antisocial behaviour cases that drag on, and complaints that are slow to move between stages.

Repair job closed while the fault is still there? Be the first to report it: your case opens the record for the next Thirteen tenant with the same repair.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of Thirteen Group through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with Thirteen Group can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.