We’ll try to resolve your complaint at "Front line Resolution", which is 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 your complaint at front line resolution, or you request a formal investigation, we will investigate this as a Stage 1 Complaint. This is managed by a relevant Supervisor or Manager.
During the investigation the Supervisor/Manager will make personal contact with you to fully understand your complaint, before carrying out their investigation. They’ll contact you with the outcome within 10 working days of receiving the complaint. If this isn’t possible, they’ll keep you informed and advise when you should expect a full response.
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 letter.
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 complaint is accepted, it’s reviewed by 2 senior managers, who'll contact you to discuss the complaint and actions we’ve taken to understand why you feel it’s not been resolved.
They will investigate further 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. The Housing Ombudsman will not review your complaint until 8 weeks after you have received our final response. They’re also unable to consider complaints that exhausted our complaints procedure more than 12 months ago.
You can find out more information about their service by visiting www.housing-ombudsman.org.uk
They can be contacted at:
Housing Ombudsman Service
Tel: 0300 111 3000
You could also seek advice from a ‘designated person’. A designated person is defined as an MP, local councillor or tenant panel. Designated persons may refer you to the Ombudsman, or they may help you to resolve your complaint locally.