Can a leaseholder raise a stage 1 formal complaint to a housing association for ignoring emails?
Long story short...
My family bhought our childhood home which is a flat in a estate in East London. Purchased it from our previous landlord which is a housing association.
Since purchasing we was told we will get a housing ownership officer allocated to us. We've been trying to find out who that is for a year.
I have an ongoing asb issue with a neighbour for 13 years. I've been through the processes possible to resolve this.
One day in February 2026 We received a hard copy letter from the home ownership officer. With no formal introduction. The letter was addressed to my mum who has nothing to do with the case, spelled her name wrong, date on the letter was for February 2025, she kept referring the letter as a email and her return date has no year on it. It was a very poorly written letter, I was very unhappy.
I scanned in the letter and relative documents. I asked her many questions I have been meaning to ask. It's now 3 months since my email and I have had no response. The asb issue is becoming so bad my career is a risk and so is my mental health.
Am I able to submit a stage one formal complaint to the housing association for this? What can I do to get someone to respond to me?