Sometimes we get it wrong and when we do, we want to know about this so we can put it right and learn from this.
We deal with all complaints sensitively, and responsively within agreed response times. You can read more about this in our Complaints Policy here.
If you make a complaint about one of our employees, they will not be involved in the investigation but will have the opportunity to respond. They will also be kept informed of the investigation’s progress and the outcome of the complaint.
We treat everyone with dignity and respect and consider the different needs of those making the complaint, as well as our colleagues.
The Housing Ombudsman has been set up by law to look specifically at complaints about housing organisations. They resolve disputes involving tenants and leaseholders of social landlords. The service is funded by the landlords and free for tenant and leaseholders to use.
All housing associations are required to demonstrate they comply with the Housing Ombudsman's Code for Handling Complaints. Our latest assessment was reviewed and approved by our Customer Offer Panel – a group of customers who monitor our performance. Read our latest assessment from October 2022 here.
A concern is where someone tells us that they are unhappy with the service they have received, but don’t want to progress the issue as a formal complaint. When someone raises a concern we still record it so we can put things right and learn from it. You can raise a concern with us in the same ways as a complaint using any of the methods highlighted above. A complaint is when someone tells us they are unhappy with our services, they want us to act and ask they ask that this is dealt with as a complaint. We follow the process below when we receive a complaint.
Complaints: Our commitment to you
When something has gone wrong, we want you to tell us about it so that we can make it right.
We promise to:
- Deal with all complaints courteously, systematically and fairly.
- Apologise if we have done something wrong, or not met our service standards.
- Record all complaints and provide you with a reference number.
- Have a dedicated Customer Complaints and Liaison Officer who will be your personal contact for your complaint.
- Offer to meet you at each stage of the process and keep you informed in a way that suits you.
- Tell you what stage the complaint is at in all our communications, share what we find and outline our response.
- Accept complaints made by others who have been authorised to act on your behalf.
- Let you know how to contact the Housing Ombudsman Service if you would like your complaint to be independently considered.
- Comply with your right to make a complaint to your MP or Local Councillor (as a ‘Designated Person’) if you feel we have not resolved your problem. We will acknowledge the communication within 48 working hours and provide a response to the Designated Person within 10 working days of receipt.
The stages of a formal complaint
We have two stages for formal complaints.
When we receive your complaint, the Customer Complaints and Liaison Officer will contact you within five days to discuss the issue with you. They will thoroughly investigate the complaint with support from the manager involved. They will aim to provide a response to you within 10 working days. If they need longer to investigate, they will contact you to explain why and provide updated timescales.
If you are unhappy with our response or the issue is complex and needs further investigation, the complaint will be passed to the most senior manager for that area of work. They will contact you within five working days and aim to provide a response to you within 20 working days. If they need longer to complete the investigation, they will contact you and explain why and provide updated timescales.
Escalating your complaint
If you remain unhappy with our response you can refer your complaint to the Housing Ombudsman Service – an independent government body which investigates individual complaints from tenants, shared owners and leaseholders about their landlords.
They consider complaints and disputes and may help mediate to find a solution.
You can contact them:
Learning from complaints
From the 1st September to 31st December, we received 236 complaints.
We are always grateful to receive positive feedback as it helps us to understand what we should keep doing and areas which are really appreciated by customers.
You can send us a compliment using any of the ways highlighted above or by using the form below.