How to complain about Anchor Hanover, and what to do if they ignore you
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.
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
If Anchor Hanover has left a repair undone, you have the right to complain, and to escalate it for free if they ignore you. Here is the order to follow.
- 1
Complain in writing. Send Anchor Hanover a written complaint, 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.
- 2
Ask for a stage 2 review. If you are not happy with the reply, ask Anchor Hanover in writing to look at it again at stage 2, the final stage of their process. They should reply within about 20 working days.
- 3
Escalate to the Housing Ombudsman. If Anchor Hanover still does not put it right, 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.
- 4
If a repair is still not fixed, get free advice. If the problem is disrepair such as damp, mould, a leak or broken heating and Anchor Hanover has ignored it, call us free. We will tell you where you stand, and you may have a claim. We deal with Anchor Hanover for you, and there is no cost to start.
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Anchor Hanover contact info
Verified from Anchor Hanover's own website on 2026-05-18. Always double-check before sending, landlords change contact details.
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
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
Four things we commit to on every case. No fabricated stats.
No win, no fee
If you don't win, you don't pay us. And you are dealing with a regulated, authorised firm, not a cold-caller.
Nothing to pay up front
You pay nothing to get started, and nothing at all if you lose. If you win, the fee only comes out of your compensation, never out of your own pocket, and it is capped by law.
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
Anchor Hanover's complaints process
The route they publish under the statutory Complaint Handling Code. Awaab's Law deadlines (24 hours for an emergency hazard; 10 working days to investigate a significant hazard, then 5 working days to complete the works) run in parallel, the complaints clock and the repair clock are separate.
- 1
Stage 1
Target: 10 working days for response
Online form, email feedback@anchorhanover.org.uk, or call 0800 731 2020.
- 2
Stage 2
Target: 20 working days
Escalation handled by senior team.
- 3
Still not fixed?
If Anchor Hanover miss these deadlines or still leave the problem unfixed, you may have a claim. Call us free on 0800 030 4669.
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.
Sample complaint email to Anchor Hanover
Copy this, fill in the bracketed details, and send. Cites Section 11, FFHH Act and Awaab's Law, landlords take it seriously.
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?
Where is Anchor Hanover's head office?
How do I complain about Anchor Hanover?
What can I do if Anchor Hanover have ignored my repairs?
How long does Anchor Hanover have to fix my repair?
How do I report damp and mould to Anchor Hanover?
Can I claim compensation from Anchor Hanover?
What if Anchor Hanover have inspected but done nothing?
How do I escalate a complaint about Anchor Hanover?
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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 and not guaranteed; every case is different.