How to make a complaint
You can make a complaint, raise a concern or give general feedback using any of these:
Our complaints process
Firstly contact us to tell us about your complaint (see above for ways to contact us).
Tell us what’s happened and give us the chance to review the situation and, where appropriate, put things right and make sure they don’t happen again.
We’ll make every effort to investigate and resolve complaints swiftly and make positive changes for you, meaning that we may need to review our policies and procedures and provide more training for our staff to improve.
With any issue raised with us, we’ll aim to resolve it quickly for you when you first get in touch with us. If you’re not happy with our response, then you’re able to raise a formal complaint.
Making a formal complaint
Our complaints policy sets out in detail how we’ll deal with your formal complaint. Here’s a summary:
Stage one: formal
Our customer experience team and relevant service delivery team will carry out an investigation.
Then we’ll acknowledge your complaint within 5 working days and responded to within 10 working days.
If you’re not happy with our response at stage one, you can request to escalate to stage two. A request for escalation must be put in writing within 4 weeks of the stage one response date.
Stage two: review
At stage two, an independent review of the case will be carried out by the head of service relevant to the complaint or by the head of customer experience.
Complaints escalated to stage two will be responded to within 20 working days.
There’s discretion to extend these deadlines which are set out in the Housing Ombudsman Complaint Handling Code. If timescales need to be extended you’ll be kept informed and updated about any extensions, and those exceeding 10 days at stage one or 20 days at stage two will be agreed with the complainant. Where extended timeframes cannot be agreed with you at any stage, you can contact the Housing Ombudsman so that you can challenge the timescale for managing the complaint.
If you remain unhappy following our response at stage two, you can then contact the Housing Ombudsman Service (see below) so they can review the complaint impartially.
Contacting the Housing Ombudsman
If at any stage you feel you need further help and advice about your complaint, or you’re not satisfied with our response after we’ve been through the complaints process, you can contact the Housing Ombudsman Service.
Our complaints policy is required by law to meet the expectations set out in the Housing Ombudsman Handling Code.
A customer’s view on our complaints process and why it’s important to be heard…
“My complaint was handled with care and compassion which has been much appreciated.”
“From the initial complaint to fruition, everything was handled to our complete satisfaction.”