Comments, Complaints and Compliments
We welcome your feedback on our service, whether positive or negative. We believe that effective handling of complaints increases customer confidence and satisfaction and can provide valuable insights into what we do well and where we need to improve.
Making a complaint
Let us know as soon as possible, if our service has let you down, so we can fix the problem for you and take steps to ensure it doesn’t happen again.
You can make your complaint verbally by calling your support officer or their line manager or our duty line. You can write us a letter or send a postcard to our PO Box address or send an email to firstname.lastname@example.org or fill in the feedback form
What happens after making a complaint
We will discuss your complaint with you to see if we can put things right quickly. We will make sure we understand the issue and what you think we can do to resolve it. We endeavour to fix all complaints as soon as possible. If we can’t put it right quickly, we will log it as a formal complaint, agree a timeframe with you and keep you informed of progress. We aim to respond within 10 working days, but may take longer in some cases. We may agree with you what we will do over the telephone to resolve your complaint, but you will always receive written confirmation of our final response to a formal complaint.
If you’re not satisfied with our response
If you believe our final response to be unfair, or contrary to our policies and procedures, you can ask us to review it. You will need to explain why the response is wrong, and what more we can do to put it right. We will tell you how long the review will take and you will receive another full written response. If you are still not satisfied with our response, you can ask a ‘designated person’ to review your case. A designated person can be one of your local councillors or any MP in England.
Once you take your complaint to them, they may investigate or refer your complaint to the Housing Ombudsman. You can contact the Housing Ombudsman directly on 0300 111 3000, but you will need to wait for eight weeks after our final review.