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How we handle complaints

We always want to provide the best service possible, but we know that sometimes things go wrong. If that happens, we want to hear from you so that we can put it right, but also see if we can improve our service for you and others in future.

You can read about some changes we’ve made as a result of complaints and other customer feedback on our you said, we did page.

Our complaints procedure 

Stage 1

If you make a complaint we’ll try and resolve it for you straight away, but sometimes it’ll need looking in to. If it does, we’ll acknowledge your complaint in writing, and let you know who’ll be looking into it. They’ll work with you to try and resolve it and provide you with a full response in 10 working days.

Stage 2

If you’re not happy with the outcome from stage 1, you can ask for your complaint to be reviewed by a senior manager. They’ll do this and provide you with a response within 15 working days.

This stage 2 response will be our final response.  

Housing ombudsman

If you’re not happy with the outcome from stage 2, you can submit your complaint to the Housing Ombudsman Service.

You can do this either by:

  • Asking a designated person* to refer your complaint to the ombudsman

or

* a ‘designated person’ is a local MP, councillor. Learn more on the designated persons page on the ombudsman’s website.

Our complaint policies and procedures

Complaint resolution procedure [PDF] 191KB

Customer care and complaint resolution policy [PDF] 222KB

Reasonable adjustments policy [PDF] 168KB

Our complaint handling self-assessment on the complaints - how we're doing page.

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