We aim to deliver excellent services, but we recognise that sometimes things go wrong.
When this happens, we will try to put things right as quickly as we can and ensure that we learn from what happened. We welcome feedback, as it gives us the opportunity to review our services and improve how we work.
Anyone can make a complaint if they are in receipt of our services. This includes residents who live in our homes and people who receive our community and support services.
This policy sets out how we will manage formal complaints made by residents or services users about any of our services.
Here's what you need to know
What is a complaint?
In line with the Housing Ombudsman’s Complaint Handling Code, we define a complaint as: ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents’.
How to make a complaint
- Contact us by phone, email, online form or in writing.
- Tell us what went wrong and what outcome you’d like.
- We’ll acknowledge your complaint within five working days.
How we handle it
Stage one:
- We aim to respond within 10 working days from acknowledgement.
- If more time is needed, we’ll discuss with you and may extend by up to 10 extra days.
- In exceptional cases, further extensions will require your agreement.
- We’ll provide Housing Ombudsman contact details if you’re unhappy with extra time requests.
- If an additional complaint is raised:
- It will be incorporated into the stage one response if it is relevant and our stage one response hasn't been issued.
- If our stage one response has been issued, or it would unreasonably delay the response, the
complaint will be logged as a new complaint.
Stage two:
- Most complaints are resolved at stage one, but you can request escalation to stage two if you're unhappy with our response.
- Escalation requests should be made within 20 working days of the stage one response (exceptions will be considered).
- A Customer Resolution Team member, not previously involved, will review and investigate.
- We’ll contact you within three working days to understand your concerns and desired outcome (reasons not required).
- Formal acknowledgment within five working days, confirming complaint details, outcome sought, and response date.
- Investigation and response within 20 working days of acknowledgment; may extend by up to 20 more days if needed.
- Further extensions require your agreement; Ombudsman contact details provided if you’re unhappy with extra time.
If you’re still unhappy
You can escalate to the Housing Ombudsman Service after our process is complete.
Our promise
- We treat complaints seriously and confidentially.
- We use feedback to improve services for all residents.