What is a complaint?
A complaint is defined as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.
You do not need to use the word ‘complaint’ for it to be treated as such.
What is not a complaint?
- A maintenance issue.
- A neighbour dispute.
- An issue that occurred more than twelve months ago.
- Matters that have previously been reviewed under our Complaint Policy.
- An issue that is already being investigated by other organisations, such as the police.
- An issue where legal proceedings have already commenced.
- Feedback about our policies and procedures.
Please note we will not deal with a complaint when the person reporting it is behaving in an unacceptable manner towards our staff. Please see our Unaccetable Behaviour Policy here
How to make a complaint
- Telephone – 01392 421162
- Email – info@exeterhomestrust.com
- Via our website – Click here to complete form
- By post – Exeter Homes Trust, 6 Southernhay West, Exeter EX1 1JG
For our full complaints policy please click here
We aim to ensure that our complaints procedure does not discriminate or disadvantage anyone. We are happy to consider adjustments to help you correspond with us. For example:
- You can make a complaint via a third party such as a friend, family member or your local MP
- You can request that we provide information in a different format to suit you, e.g. larger fonts for sight impaired people.
- Should you need it, you can request additional time to provide us with or review any information given to you
We will make reasonable adjustments to ensure that our complaints policy and process is accessible and inclusive, please let us know if you need us to make adjustments for you.
Our Complaints Standards
Here is what you can expect from us. We will:
- Always encourage feedback and complaints
- Make it easy for you to contact us
- Make reasonable adjustments to ensure we are accessible and inclusive
- Be friendly, respectful and professional at all times
- Listen carefully to ensure we understand the nature of your complaint
- Investigate all complaints in full
- Keep you informed throughout the process and attempt to resolve issues quickly
- Keep accurate records
- Apologise for any failures identified during a complaint review
- Provide training and guidance to all staff
- Learn from complaints to improve our service and prevent future issues
- Follow the Housing Ombudsman Complaint handling code