If you're unhappy with a service we've provided, making a complaint is easy.
We like it when things go to plan, but sometimes that doesn't happen or it isn't the answer you were hoping for. Receiving feedback means we can learn and improve our services for next time.
Our complaints process stages
When you make a complaint, we’ll try to get things sorted the first time you contact us. If this isn’t possible, here’s the steps we’ll take to get things fixed.
If we can’t solve the problem straight away, we’ll log a stage one formal complaint.
We’ll let you know we’ve received your complaint within five workings days. Once we’ve logged your complaint, we’ll aim to resolve it within 10 working days. We’ll investigate the complaint and contact you to talk through how we can resolve the issue.
If you're not happy with our decision, you can ask for a review. We call this a stage two formal complaint.
The complaint at stage two won't be reviewed by the same person that considered the complaint at stage one.
We'll issue a final response to the stage two complaint within 20 working days of it being acknowledged.
If you’re still unhappy with our response after completing our complaints process, you can refer your complaint to the Housing Ombudsman Service.
The Ombudsman is an independent, impartial, and free service that investigates individual complaints from social housing residents about their landlords. The Ombudsman can only look at your case once you have been through all stages of your landlord’s complaints procedure. However, you can contact them for general advice on the complaints process at any time, even before your complaint is formally eligible for investigation.
You can find more information, including how to contact the Housing Ombudsman, on their website.
Our promise
When we deal with a complaint, we’ll always:
- Be fair and follow our complaints process
- Put things right
- Learn from it
We’ll try and resolve the issue for you straight away, we call this de-escalation. If we’re not able to do this because we need to look at things in more detail, then we’ll log a formal complaint for you.
We’ll let you know we’ve received your complaint within five workings days. Once we’ve logged your complaint, we’ll aim to resolve it within 10 working days.
Housing Ombudsman's Complaint Handling Code and self-assessment
We also follow the requirements in the Housing Ombudsman's Complaint Handling Code. The Code helps us as landlords to deal with complaints quickly and fairly. It also helps us to use what we learn from complaints to improve our services. As part of the Code, we’re required to complete a self-assessment, you can take a look at our most recent self-assessment here (PDF).
Handy customer guides and downloads
Complaints handling reports
Reasonable adjustments and accessibility
Whatever your needs, we want our services to be accessible for you. This might mean giving you the information you need in a different format (like in larger print) so it’s easier for you to understand, or providing a sign language interpreter at meetings. Get in touch with our team to chat about what support you need and how we can help you.
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