Putting things right
We aim to provide you with the best service but we recognise that sometimes things can go wrong. If this happens, we want to hear from you so that we can make sure we put things right as soon as possible and improve the way we deliver services to all of our customers.
How to raise a complaint
You can raise a complaint online or via email at firstname.lastname@example.org. Alternatively, you can call 0300 123 9966.
Our complaints process
There are some instances where a complaint can be resolved quickly and without the need to log a formal complaint (Early Resolution). If this is the case, we will agree this with you and a member of our Resolution Team will work with you to resolve the matter. We aim to agree a resolution with you within three working days. If we are unable to do this or you do not want to engage in early resolution your complaint will be logged formally. We will not treat customers who make complaints any differently from other customers.
We will acknowledge your complaint within two working days. We will tell you who the responsible investigating manager is and give you a complaint reference number. You will then receive a call from us to discuss your complaint, unless you have requested no telephone contact.
We will provide you with a response within 10 working days. If this is not possible, we will give you the reason for the delay and agree an extension date. This will not usually be more than an additional 10 working days.
Our aim is to resolve all complaints at Stage 1. However, if you’re unhappy with our response you can escalate your complaint to Stage 2 for a review by a senior manager. Please contact us as soon as possible by any means (speaking to a member of staff, phone, email to email@example.com, or letter).
We will acknowledge your complaint within two working days. Your complaint will be assigned to a senior manager not previously involved with the complaint; we will tell you who this person is. You will then receive a call from us to discuss your complaint, unless you have requested no telephone contact.
We will provide you with our final decision within 20 working days. If this is not possible, we will give you the reason for the delay and agree an extension date. This will not usually be more than an additional 10 working days.
Our final decision letter will confirm that you have reached the end of our internal complaints process and make you aware of your options if you remain dissatisfied with that decision.
We hope to have resolved your complaint to your satisfaction by the end of our internal process. If, however, you consider that your complaint remains unresolved, you can ask any of the following to look at your case:
- A Member of Parliament (MP)
- A Local Councillor
- A designated Tenant Panel where one exists.
They can help resolve the complaint with us or refer it to the Housing Ombudsman Service.
You can find contact details for local MPs and Councillors on www.writetothem.com.
You can also self-refer your complaint to the Housing Ombudsman Service (www.housing-ombudsman.org.uk or 0300 111 3000) eight weeks after you receive our final response.
Even if you decide to refer your complaint to the Housing Ombudsman, we would still be very happy to continue to try to resolve your complaint in the meantime.
The Housing Ombudsman does not consider all complaints and you may need to refer your complaint to another body.
Complaints about care services should be referred to the Local Government & Social Care Ombudsman (LGO) (www.lgo.org.uk; 0300 061 0614); or to the Care Quality Commission www.cqc.org.uk or 0300 0616161). Please note that the Commission does not deal with complaints from customers directly; it simply takes these into account in planning its inspection programme.
We will co-operate fully with the relevant Ombudsman Service during any investigation and comply fully with the resulting decision, which will be binding on us.
Your questions answered
Yes, we will arrange for someone to call you to discuss your complaint.
We will respond within 10 working days at Stage 1 and 20 working days at Stage 2. If we cannot do this, we will let you know the reasons why and agree a new deadline with you.
If you consider your complaint remains unresolved following our response, you can ask a Designated Person (your local MP or Councillor, or a designated Tenant Panel, where one exists) to assist you or refer your complaint to the relevant external body for a review. We are keen to resolve your complaint so, if you think we may have missed something, you can call us to discuss further.
Yes. You will need to let us know in writing that you authorise this person to act on your behalf.
We have recently revised our complaints policy following the launch of the complaint handling code. This relates to all complaints made on or after 1 January 2021. Any complaints made prior to this will be managed in line with our previous policy.
You can also review here our complaint handling code self-assessment. Please get in touch with us if you have any questions about our complaints process. For more information about how we use, store and protect your personal data, please read our privacy notice.