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How to complain about Anchor Hanover, and what to do if they ignore you

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Anchor Hanover is the UK's largest provider of housing and care for older people, managing around 54,000 homes and care places. It was downgraded to G3/C3 by the RSH in 2025 over governance and consumer-standards concerns, a notable regulator intervention for a flagship provider.

A British housing-association apartment block

Anchor's tenants are by definition typically older and may have specific access needs that make disrepair more dangerous. Awaab's Law explicitly recognises vulnerability as a factor in deciding what counts as an emergency, if you're an older Anchor tenant in cold conditions, that's a 24-hour emergency-hazard issue, not a 10-working-day significant-hazard one.

How to complain about Anchor Hanover

The route they publish under the statutory Complaint Handling Code. Awaab's Law repair deadlines run in parallel: the complaints clock and the repair clock are separate.

  1. 1

    Stage 1

    Target: 10 working days for response

    Online form, email feedback@anchorhanover.org.uk, or call 0800 731 2020.

  2. 2

    Stage 2

    Target: 20 working days

    Escalation handled by senior team.

  3. 3

    Still not fixed?

    If Anchor Hanover miss these deadlines, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman, the free service that reviews social-housing complaints.

Anchor was downgraded to G3/C3 by the RSH in 2025. Awaab's Law explicitly recognises vulnerability (older tenants) as raising the duty, emergency cold/damp issues for Anchor residents should be flagged as 24-hour categories.

Call free: 0800 030 4669

Anchor Hanover contact info

Verified from Anchor Hanover's own website on 2026-05-18. Always double-check before sending, landlords change contact details.

General customer service
0800 731 2020
Head office address
Anchor Hanover, 2 Godwin Street, Bradford, BD1 2ST

Talk to us about Anchor Hanover

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  1. We read your case. Real person, not a bot. Inside 1 working hour during opening times.
  2. Free 25-minute call. We tell you honestly whether you have a case worth pursuing.
  3. If we proceed, your case goes to one of our SRA-regulated panel solicitors. No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.
54,000
homes managed
Grade C3
government rating: serious failings
24hr
Awaab's Law emergency repair deadline
10 days
to investigate a serious hazard

How Anchor Hanover's own tenants rate them

These are Anchor Hanover's own tenants' scores, collected by the housing regulator in 2024-25. We didn't pick the numbers.

RSH TSM 2024-25 · gov.uk source · Anchor Hanover's own TSM page

Happy with their landlord overall86.1% vs 71.8% for most landlords (above average)
Happy with repairs86.2% vs 73.6% for most landlords (above average)
Repairs done in good time81.1% vs 69.5% for most landlords (above average)
Home kept in good repair87.2% vs 71.9% for most landlords (above average)
Happy with how complaints are handled41.6% vs 35.5% for most landlords (above average)

Most landlords means the middle score across every social landlord in England in the 2024-25 regulator data. The thin line on each bar marks that middle score.

Why work with us

Three things we commit to on every case. No fabricated stats.

Clear costs

No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.

A regulated firm

You are dealing with a regulated, authorised firm, not a cold-caller.

Honest advice

We tell you on the first call whether your case is worth pursuing. We are not paid by case volume, so you get a straight answer.

Common issues with Anchor Hanover

Based on public statutory complaints records and tenant reports. Awaab's Law deadlines apply regardless of which issue you report.

Damp and mould

Significant hazard: 10 working days to investigate, 5 to complete under Awaab's Law.

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Leaks and flooding

Emergency hazard: investigate in 24 hours under Awaab's Law.

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Broken heating and hot water

Emergency hazard: investigate in 24 hours under Awaab's Law.

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Sample complaint email to Anchor Hanover

Copy this, fill in the bracketed details, and send. It cites Section 11, the Fitness Act and Awaab's Law.

See the full sample email
Subject: Formal complaint: disrepair at [your address], Section 11 and Awaab's Law

Dear Anchor Hanover,

I am writing to formally complain about disrepair at my home at [your address].

The issue: [describe damp / mould / leak / broken heating / other, be specific about rooms, when it started, and any health impacts].

I reported this on [date] via [phone / email / portal / in person]. The reference number I was given is [reference if any]. To date, no proper repair has been completed.

LEGAL POSITION:

Under Section 11 of the Landlord and Tenant Act 1985, you have a duty to keep the structure and installations of my home in repair.

Under the Homes (Fitness for Human Habitation) Act 2018, my home must be fit for human habitation.

Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force 27 October 2025), if this hazard is an emergency you must investigate within 24 hours and offer alternative accommodation if the home cannot be made safe. If this hazard is a significant hazard, you must investigate within 10 working days, complete the relevant safety work within 5 working days of finishing that investigation, and provide a written summary of your findings within 3 working days of the investigation.

This letter constitutes formal notice. Please acknowledge within 5 working days and issue a stage-1 response within 10 working days, as required by your published complaints policy and the statutory Complaint Handling Code.

If you fail to respond or to act within these timeframes, I reserve all my rights including escalation to the Housing Ombudsman and a legal claim for compensation.

Yours faithfully,

[Your name]
[Your address]
[Your phone]
[Your email]

Don't want to do this yourself? Use our free letter builder for a PDF, or start a claim with us and we'll handle the whole correspondence.

Frequently asked questions about Anchor Hanover

What is Anchor Hanover's phone number?
Anchor Hanover's general customer service line is 0800 731 2020. (Verified 2026-05-18.)
Where is Anchor Hanover's head office?
Anchor Hanover's head office is at Anchor Hanover, 2 Godwin Street, Bradford, BD1 2ST. (Verified 2026-05-18.)
How do I complain about Anchor Hanover?
Complain to Anchor Hanover in writing first, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint and they should reply within about 10 working days. If you are not happy with the reply, ask in writing for a stage 2 review. If they still do not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman for free.
What can I do if Anchor Hanover have ignored my repairs?
Put the complaint in writing again and keep a copy, because the legal deadlines run from when Anchor Hanover were told about the problem. Under Awaab's Law a significant hazard must be investigated within 10 working days, and an emergency hazard within 24 hours. If nothing happens, follow Anchor Hanover's complaints process and keep a record of every stage. We check whether you may have a claim. If you do, we refer you to an SRA-regulated panel solicitor who gives legal advice and runs the case.
How long does Anchor Hanover have to fix my repair?
Awaab's Law (added to the Landlord and Tenant Act 1985, in force from 27 October 2025) gives Anchor Hanover fixed deadlines. An emergency hazard must be investigated and made safe within 24 hours, and if the home cannot be made safe in that time they must offer somewhere else to stay. A significant hazard, such as damp or mould, must be investigated within 10 working days, and the relevant safety work completed within 5 working days of the investigation ending. They must also send you a written summary of what they found within 3 working days of the investigation.
How do I report damp and mould to Anchor Hanover?
Report it to Anchor Hanover in writing if you can, by email, their online portal, or by phone with a reference number, and keep a copy. Describe the damp or mould, when it started, and any effect on your health. Reporting in writing matters because the Awaab's Law deadlines only start once you have told Anchor Hanover about the hazard. If they do not act within those deadlines, speak to us.
Can I claim compensation from Anchor Hanover?
Yes, if you've reported a hazard and Anchor Hanover have ignored it past the Awaab's Law deadlines, you may be able to claim compensation. How much depends on how long it went on, how serious it was, and any effect on your health, so we cannot promise a figure. No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.
What if Anchor Hanover have inspected but done nothing?
An inspection alone doesn't satisfy Awaab's Law. The repair deadline keeps running. Keep records of every inspection date, the surveyor's name, and what they said. This pattern strengthens any future claim significantly.
How do I escalate a complaint about Anchor Hanover?
Stage 1: formal complaint to Anchor Hanover (10 working days for response). Stage 2: written escalation if dissatisfied (20 working days). If they still do not fix it, or 8 weeks pass with no proper response, you may have a claim, speak to us and we will tell you honestly.

Related

By: Support for Tenants editorial team

Last updated:

Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only, not a promise; every case is different.

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