Making A Complaint
We always want to know if you are unhappy about any aspect of our service. We know that we can make mistakes and we are always happy to review decisions or actions. Where we have made mistakes, we will try to put things right for you and where we are unable to meet your expectations we will explain why. This process is useful to us as an organisation as it lets us understand where we went wrong and how we can improve in the future. We really do appreciate you taking the time to get in touch about our service, therefore, and thank you in advance for your feedback.
We can accept your complaint by phone, email, letter, in person or through our website. Please note you can also leave a compliment using this form. We will:
- Acknowledge your complaint in writing within 3 working days
- Confirm who is responsible for reviewing and responding to your complaint
- Respond to your concerns in writing within 10 working days
- Clarify when any issues arising from your complaint will be resolved
- Tell you whether and how you can have our decision reviewed
To learn more about what happens when you make an complaint, and what you can expect from us during this process, have a look at our full Complaints Policy (revised Nov 2020).
If you are unsure at any point of the complaints process and want some guidance then please do let us know. Alternatively, the Housing Ombudsman are available to provide impartial advice and support at every stage of your complaint.
You can contact them using the following channels:
- Phone: 0300 111 3000
- Email: firstname.lastname@example.org
- Postal address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
Improving our Complaints Process For You
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 Complaints Handling Code Self-Assessment. This self assessment was carried out using the Housing Ombudsman Service’s ‘Complaint Handling Code‘. The Code, published in July 2020, looks to ensure fairness for residents who have a complaint about their Housing Provider. It is vital that residents are easily able to access the complaints process and are aware of how they can do this and their rights throughout.
Our existing Complaints Process was already largely compliant with the expectations of the code. In areas we need to improve, we have stipulated what we plan to do and when we plan to do it. We will update this Assessment as we complete these plans.