Making a complaint

 

We've recently brought in some big improvements to our complaints system. The system is already helping us to keep better records of your complaints and reports of anti-social behaviour. It is also helping us take action more efficiently. To download a copy of our complaints leaflet click here.

 

What's a complaint?

A complaint is when you tell us you are unhappy with our service. A complaint can be made by anyone, not just our residents. It can also be reported by someone on behalf of the person affected.

 

However, we will not treat it as a complaint if you are telling us, for the first time, that:

  • a repair needs doing, or

  • someone else is breaking their tenancy agreement.

In these cases, instead of taking what you tell us through our complaints system, we will follow it up in the normal course of our work.

 

Your complaints are very important to us and we genuinely want to hear from you if you feel that we have got something wrong or failed to deliver a service to a high enough standard. The feedback you give us when you make a complaint helps us to improve our service in future.
How can I make a complaint?
You can make a complaint in the most convenient way for you. You might want to:
  • talk to a member of staff
  • phone the Service Centre
  • send us an email
  • write to us.
What we will do
When we receive your complaint, we will contact you within two working days to let you know who will be handling the complaint and how long we think it will take to investigate and resolve it. We will ask what you would like us to do and give you contact details. We will confirm these things in writing.

If investigating your complaint is taking longer than expected, we will explain why. We will talk through our findings with you, either in person or over the phone. We will discuss the action we intend to take and confirm the details in writing.

We will take the agreed action. We will then contact you to find out if you are satisfied and, if you aren't, offer you the opportunity to take your complaint further.

At the next stage, we will see you in person to review the case and agree what to do next. We will confirm the details in writing. If you're still unhappy, you can ask us to refer your complaint to our appeals panel.

When we believe your complaint is resolved, we will contact you to confirm that you agree, before closing the case and confirming this in writing.

This is the last stage of our complaints process, but if you are still unhappy you can refer the matter to the Housing Ombudsman Service.