I have had an extremely disappointing experience with P4P regarding their customer service and failure to adhere to their own policies and procedures. I first contacted them via email on 26/11/2024 to raise serious concerns about persistent damp and mould issues that we have been experiencing for over a decade. I requested that they contact me to discuss the matter, but to this day, no one from P4P has reached out. Following their complaints procedure, I officially logged a complaint on 06/01/2025. However, to my astonishment, they have refused to acknowledge it as an official complaint, repeatedly citing that they are experiencing a high volume of customer inquiries. Despite numerous follow-ups, it is now March 2025, and they have yet to contact me or formally register my complaint. As someone who works in compliance and policy, I find it highly unusual—if not entirely unacceptable—for a company to refuse to acknowledge a legitimate complaint. Upon reviewing their complaints policy and procedures, it is clear that they have failed to follow their own guidelines. Their disregard for customer concerns is deeply concerning, and their justification of being “too busy” is simply unacceptable. It has now been approximately 45 days since I attempted to log my complaint, yet they still refuse to recognise it. As a result, I will now escalate this matter to the Housing Ombudsman in the hope of finally receiving a response.