We’ll try to resolve your dissatisfaction when you first tell us about it. Quickly and simply. We’ll monitor these so we can learn from your feedback where we may need to improve our services.
Stage 1 Investigation
If we’re unable to resolve things straight away, or you request a formal investigation, we will investigate this as a Stage 1 Complaint. This is managed by an appropriate complaint investigator.
During the investigation the investigator will make contact with you to acknowledge and fully understand your complaint, before carrying out their investigation. They’ll contact you with an outcome within 10 working days, following acknowledgement. If this isn’t possible, they’ll keep you informed and advise when you should expect a full response. We'll always provide this in writing.
Stage 2 Review
If you are not satisfied with the outcome of your Stage 1 complaint, you’ll need to let us know within 15 working days from the date on your Stage 1 written response.
We’ll need to know:
- What part of your original complaint hasn’t been resolved?
- How you feel we could resolve it
Where a request for a Stage 2 review is accepted, a senior investigator will look into things and provide their outcome within 20 working days. If this isn’t possible, we’ll keep you informed of progress and advise when you should expect a full response. Stage 2 is the final stage of our complaints process.
You can find out more about our complaints process and what you can expect from us in our Complaints Policy. You can find it on our policies and strategies page.
If you're still unhappy with the outcome of your Stage 2 complaint, or you’d like advice around complaints, you can contact the Housing Ombudsman.
We're proud to work with the Housing Ombudsman Service to continually review and improve our services. You can find out more information about how they work with customers and landlords by visiting www.housing-ombudsman.org.uk
They can be contacted at:
Housing Ombudsman Service,
PO Box 152,