Complaints

About a clean. Use the buttons on the clean in My Hous. They reach our team straight away, and they're the quickest way to get something put right.

• Something not right? is open until the end of the seventh day after the clean. Please tell us within 48 hours if you can, so your cleaner can come back while it's fresh.
• My cleaner hasn't arrived can be used from 15 minutes after the start time. Nothing is charged for that clean while we look into it.

About Hous. Email help@hous.london, call 020 3983 2455 (Monday to Friday, 9am to 5pm, and Saturday and Sunday, 10am to 4pm), or write to Hous, Station Garage, Hop Pocket Lane, Paddock Wood, Tonbridge, England, TN12 6DQ. We'll reply as soon as we can, and tell you what happens next.

Email work@hous.london, call 020 3983 2455 (Monday to Friday, 9am to 5pm, and Saturday and Sunday, 10am to 4pm), or write to Hous, Station Garage, Hop Pocket Lane, Paddock Wood, Tonbridge, England, TN12 6DQ. We'll reply as soon as we can, and tell you what happens next.

If you're unhappy with how we've handled your personal information, email help@hous.london or work@hous.london, or write to us. We'll acknowledge your complaint within 30 days, look into it and tell you what we find. You can also complain to the Information Commission (formerly the Information Commissioner's Office, ICO) at ico.org.uk/make-a-complaint or on 0303 123 1113, whether or not you've complained to us first.

We don't use an alternative dispute resolution scheme. Citizens Advice (citizensadvice.org.uk) can help, and you can go to court.