Our current performance (Q3)

See our Q3 (October to December 2023) Complaints, Compliments and Suggestions data here.

We work hard to give you a brilliant service. But we know that sometimes things do go wrong.

If you feel like our service hasn’t been up to scratch, please let us know. We want to put it right.

Not satisfied with something?

Contact us as soon as you can. Complaints must be raised within 12 months of an incident or issue arising. This so we can make things right as quickly as possible.

Our internal complaints process has two stages. We aim to resolve your complaint quickly and fairly at stage one, wherever we can.

What happens when I make a complaint?

Service request

Sometimes you might need us to put something right, but not handle it as a complaint. This is called a service request.

This could be a request for a repair or reporting anti-social behaviour. It may also be a query for information or an explanation.

If you are not satisfied with our response or the outcome, we can open a formal complaint for you.

Stage one complaint

When you get in touch, we’ll get all the details of what’s happened and ask what you would like us to do about it. We’ll acknowledge your complaint within five working days.

After investigating your concerns, we’ll write to you with the outcome and include any proposed solutions within ten working days from acknowledging your complaint. 

If you need more time, during or after the complaint, please let us know. If we need more time, we’ll let you know. We’ll also keep your complaint open until we have completed any agreed actions.

Stage two complaint

 If you’re unhappy with our response at stage one, you can move your complaint to stage two.

We’ll listen to what you feel has not been appropriately investigated or disagree with and work with you to understand the outcome you’re looking for. We’ll acknowledge your complaint within five working days.

After investigating your concerns, we’ll write to you with the outcome and include any proposed solutions within twenty working days from acknowledging your complaint. 

Like at stage one, if you need more time during or after the complaint, you can let us know. If we need more time, we’ll let you know too. We’ll also keep your complaint open until we have completed any agreed actions.

Not satisfied with our response?

Stage two is the end of our complaint process. If you aren’t satisfied with our response, you can choose to take your complaint further.

Further support

We’ll always try and resolve complaints. However, if you need extra support or advice during the complaints process, you can contact the following:

The Housing Ombudsman Service

0300 111 3000 | info@housing-ombudsman.org.uk

Housing Ombudsman Service

PO Box 1484

Unit D

Preston

PR2 0ET

The Financial Ombudsman Service

0800 023 4567 | complaint.info@financial-ombudsman.org.uk

 

Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London E14 9SR

 

Building Safety Regulator

0300 790 6787

Help from a designated person

You can approach a designated person for support during any stage of your complaint. This can be a local Councillor or your local MP.

Independent advice and support

We’re always looking to improve

Listening and learning from customer and colleague feedback is a great way to do this. We regularly share updates about the lessons we have learned from past complaints, as well as any actions we’re taking in response to this feedback and the results of these actions.

2023 Complaint Handling Code

All landlords are required to evaluate their complaint handling procedures against the code and the Housing Ombudsman Service has provided a self-assessment form to support in doing this.

We have completed this self-assessment form in 2023. We will do this annually or when we have major changes. The next assessment is expected in June 2024.

Further Information

You can read our Complaints, Compliments and Suggestions Policy here.

This document explains information on timescales, what happens when you make a complaint and how you can escalate your complaint if you are still unhappy.

You can find our how we’ll handle
your complaint leaflet here.

If you require any assistance, please get in touch.