Our Complaints Procedure
Stage One: Complaint
If an initial attempt by our staff to resolve your issue is not successful, a formal complaint will be recorded.
We will:
- Log and acknowledge your complaint within 5 working days
- Give you adequate opportunity to set out your complaint
- Investigate the complaint fully
- Aim to resolve the complaint within 10 working days
- Provide you with a written response
Stage Two: Review
You can request a review or an escalation of the complaint if it is still not resolved once stage one has been completed. Complaints at this stage will usually be dealt with by the General Manager. You can also ask for a member of our Board to be involved.
We will:
- Acknowledge the complaint has progressed to stage 2 within 5 working days
- Aim to resolve the complaint within 20 working days
- Allow you to comment on any findings before a final decision is made
- Provide you with a written response
- Explain your rights if the complaint is still not resolved
If we’re not able to resolve your complaint within the timeframes set out above we will contact you to:
- Explain why;
- Provide a revised timescale; and
- Keep you informed
Taking your complaint further
The Housing Ombudsman Service is an independent and impartial service that investigates complaints about housing organisations registered with them. Click here for more information about how they can help https://www.housing-ombudsman.org.uk/wp-content/uploads/2022/09/Leaflet-for-residents-about-the-Housing-Ombudsman-Service.pdf
How to contact the Housing Ombudsman service
- Telephone – 0300 111 3000
- Email – info@housing-ombudsman.org.uk
- Via their website – housing-ombudsman.org.uk
- By post – Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ