⬩Acknowledge your complaint in writing within 5 working days.
⬩Confirm who is responsible for reviewing and responding to your complaint.
⬩Provide a response in writing within:
10 working days from the date of acknowledgment (Stage 1).
20 working days from the date of acknowledgment (Stage 2).
⬩ Clarify when any issues arising from your complaint will be resolved.
⬩ Inform you whether and how you can have our decision reviewed.
⬩ Provide contact details for the Housing Ombudsman Service should you wish to escalate your complaint.

To learn more about what happens when you make a complaint and what you can expect from us during this process, please refer to our full Complaints Policy (revised April 2025). 

If you are unsure at any point during the complaints process and need guidance, please let us know. Alternatively, the Housing Ombudsman is available to provide impartial advice and support at every stage of your complaint.

Contacting the Housing Ombudsman Service
📞 Phone: 0300 111 3000
📧 Email: info@housing-ombudsman.org.uk

📮 Postal Address:
Housing Ombudsman Service
PO Box 1484, Unit D
Preston, PR2 0ET

We appreciate your feedback and are committed to continuous improvement in our services.

In line with new guidance published by the Ombudsman, we are actively reviewing and improving how we handle complaints.

If you want to know more about what we have done to improve our complaints process, and what work we still have to do, then have a look at our Complaint handling code self-assessment May 2026. This self-assessment was carried out using the Housing Ombudsman Service’s ‘Complaint Handling Code‘. The Code, published in April 2024, looks to ensure fairness for residents who have a complaint about their Housing Provider.  It is vital that you are easily able to access the complaints service and that you are clear on your rights throughout.

Our complaint’s policy is fully compliant with the Housing Ombudsman’s complaint handling code.

We are pleased to report that we have started doing this. Your feedback will help us improve further.

We have a member of our Board leading on complaints’ performance and this is what he said about our self-assessment against the new code this year:

“Having reviewed the self-assessment of the 2024 code I am satisfied that CDS is fully compliant with all the requirements of the complaints handling code which has been validated by the Housing Ombudsman”

Our complaint performance in 2025-26

It is important to us that you know how we handled your complaints last year, including the gaps identified and what we learned.  Please take a look at the Complaints performance report for 2025-26 here  and our governing body’s response (Services Committee, Board Sub Group):

“Dear Residents

During 2025/26, we saw a reduction in the number of complaints received compared with the previous year, with the majority resolved successfully at the first stage. Complaints continue to provide valuable insight into where we can improve, particularly around repairs, communication and keeping residents informed throughout the process.

We have used resident feedback to drive service improvements, including strengthening staff training, improving communication and repairs updates, and enhancing contractor accountability. Resident engagement has also increased through complaint satisfaction surveys and the Residents’ Panel, ensuring residents have a direct voice in shaping our services.

We remain committed to learning from complaints, acting on feedback and delivering continuous improvements that enhance the experience of our residents.

Best wishes
Ben Anim-Antwi
CDS Co-operatives Board Member and Member Responsible for Complaints (MRC)”