We always try to resolve your dissatisfaction when you first tell us about it. And if we can’t then we promise to monitor your complaint and keep in touch while we're looking into it. We learn from your feedback to improve our services.
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:
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.
Housing Ombudsman
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,
Liverpool
L33 7WQ
Email: info@housing-ombudsman.org.uk
We're sorry you’re not happy with our services. If we’re aware of the situation, but haven’t been able to resolve things for you, please check out how we'll manage this by reading the guidance above. You can then contact us by completing the form and choosing the complaint option, giving us as much detail as you can. One of our team will be in touch by the end of the next working day.
We review our complaint processes each year to ensure we meet the requirements of the Housing Ombudsman’s Scheme and accompanying code. The code sets out good practice that allows us and other landlords to respond to complaints effectively and fairly. This includes how we use learning from complaints to drive service improvements. We’ve carried out a self-assessment against the Code which you can view here. This shows how we comply against the requirements, along with actions for areas where we know we need to improve.
If you’re not happy with the way we’ve handled your complaint, you can contact the Housing Ombudsman and they’ll decide if it’s a case they can investigate further.
The Housing Ombudsman publish decisions on the cases they’ve investigated on their website - you can find link to the decisions here.