How we handle complaints

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 

You can complain to us in whatever way works best for you. You can also have a friend or representative contact us on your behalf as long as you have given us permission to speak to them about your complaint. However you choose to make a complaint, we’ll always follow the same steps. You can read about these steps below or in our complaints leaflet.

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 20 working days.

This stage 2 response will be our final response.  

Housing Ombudsman

The best way to get your complaint resolved is by talking to us directly. However, you can also contact the independent Housing Ombudsman for help and advice at any time.

If you’ve exhausted our complaints process and remain unhappy with the outcome, you can refer your complaint to the Ombudsman and they will consider investigating it for you.

Our complaint policies and procedures

Complaints policy [PDF]

Complaints leaflet [PDF]

Reasonable adjustments policy [PDF]

Housing Ombudsman complaint handling code self-assessment [PDF]

Unacceptable behaviour policy [PDF]

How we choose improvements

You said we did