Please use this form to make a complaint, pay a compliment, make a suggestion or request an action. Scroll down to the bottom of the page for an explanation of these terms.
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What each category of feedback means
It’s important that we deal with your feedback in the appropriate manner.
If you feel that you have received excellent service or something has exceeded your expectations then we would be delighted if you could let us know. These comments will be passed on to the relevant staff member and their manager and your compliment about them is publicised to highlight good practice to other colleagues. We also use compliments to enable us to learn from your experiences and to shape the services we offer.
If you feel that the service you have received has fallen short of your expectations please let us know as soon as possible so that we can put the issue right and prevent similar issues happening in the future.
We define a complaint as dissatisfaction about us, a member of staff or a company working on our behalf in relation to one or more of the following:
- a service or repair request has gone wrong
- we’ve not done something we promised to do
- a service falls below the standard we have set
- a policy we are applying has disadvantaged you
We will not consider a complaint about something that has happened more than 6 months ago and that has not previously been reported to us.
A complaint is not:
- a first request for a service or repair
- a request for information
- a report of a fault or defect in a new build property
We can accept a complaint from an advocate. A signed data consent form must be completed before we are able to discuss any complaint with
anyone else on your behalf.
Complaints received from a third party will be dealt with in the same manner and follow the same policy and procedure as those received by
What happens when you make a complaint?
In the first instance we will always aim to resolve your complaint immediately as part of our Early Resolution process.
Your complaint will be dealt with in this manner if:
- This is the first time you have reported a problem (repeated service failure will usually need to be investigated – see Stage 1 complaint).
- It is clear to you and us what action needs to be taken in order to resolve your complaint.
- The required action can be delivered within five working days (the majority of early resolution complaints should receive a response within one working day).
Stage 1 complaint
Your complaint will be dealt with as a Stage 1 complaint if:
- Your complaint has previously been logged as an Early Resolution complaint but has not been resolved.
- There have been repeated service failures
- Your complaint is of a complex nature and requires a full investigation as a resolution cannot easily be identified.
Stage 1 process
A coordinator will acknowledge your complaint by email or post (dependant on your preference) within one working day. Your acknowledgement correspondence will identify the nature of your complaint, the resolution you are seeking and the details of the Investigating Manager.
Your Investigating Manager will make contact with you within two working days of the acknowledgement letter. Their role is to investigate what has gone wrong with the service you have received (or have not received) and to ensure a resolution is agreed with you and then carried out within an agreed timescale.
Your Investigating Manager will come to a decision about your complaint within 10 days from acknowledgement. You will be contacted to confirm this, or if more time is needed to complete the investigation, we will arrange and agree this with you.
If works need to be carried out in order to remedy the complaint you will be provided with an action plan of when these works are expected to be completed.
We will aim to complete any work relating to your complaint within 21 days of us receiving your complaint. In exceptional circumstances where it is not practicably possible to carry out the required works in this timescale this will be communicated with you and a resolution action plan will be agreed with you.
Stage 2 Complaint Review Panel
You can ask for your complaint to be reviewed by a Complaints Review Panel following the completion of the Stage 1 process if you feel any of the following apply:
- You believe the complaint has not been fully investigated
- The Investigation Manager did not respond fully to your complaint
- Your complaint has not been resolved
- You are able to provide further evidence which supports your complaint
- You are unhappy with the service experience you have received
Subject to the above reasons we will review your case and invite you to the next available Complaints Review Panel meeting, which meets monthly.
The panel is made up of one of our involved customers and two senior members of staff, who will listen to your complaint, examine how the investigation was carried out, and review the outcome of the complaint. The Panel will provide you with their decision in writing within 10 working days from the Review Panel meeting.
What to do if you think your complaint is still unresolved
If you feel that your complaint has not been resolved following the Complaints Review Panel you can choose to have your complaint reviewed by a Designated Person. The Designated Person can be a Local Councillor or MP. The Designated Person will consider the details of your complaint and our response. Their role is to mediate between all parties and seek a resolution which we can both agree to.
Alternatively you can contact the Housing Ombudsman.
The Housing Ombudsman will only consider your complaint once you have been through our complaints process and it has been 8 weeks since our
The Housing Ombudsman can be contacted on:
0300 111 3000
81 Aldwych, London,
How well are we dealing with complaints?
Each year we produce a report to show how many complaints we've received over the past year and showcasing how satisfied customers are with the way we've dealt with their complaints. You can read our latest report below.