Ensuring you feel secure and connected, and able to share your views with us, particularly when something goes wrong, is something we value. We are committed to offering a quality service, but it's your feedback that helps us understand where we still need to improve. We also align with the Housing Ombudsman’s dispute resolution principles, by being ‘fair, putting things right and learning from outcomes.’ 

What we will do for you

  • We will look into a complaint where the issue has taken place within the last 12 months, and it has been raised with us within that same 12 months. Anything outside of that time frame makes it difficult, if not impossible, to properly investigate the issue in a fair manner. However, every complaint is assessed on a case-by-case basis, and if there is reason(s) and ability to investigate outside of 12 months, we will do so
  • Service Requests - When we receive your enquiry or feedback, we will determine within two working days whether it is something that can be put right quickly and effectively. If this 
    is the case, it will be classed as a service request
  • For service requests, we will speak to you on the phone and offer a resolution, without formally acknowledging or responding in writing, unless otherwise requested. You will be given a name and contact details should you need anything further
  • Formal stage one - When we receive your formal complaint, we will acknowledge you within five working days
  • Your complaint will be allocated to an appropriate colleague who will aim to contact you within a further two working days to discuss your complaint and how a resolution can be found
  • We will thoroughly investigate what we can do to resolve the complaint, and we’ll get in touch again within 10 working days with a formal response. This will outline your complaint, our actions already taken, or our proposed actions, and this will include the time frame for this to be completed
  • If you remain unhappy with our proposals, you will then be informed about how you can escalate your complaint to the next stage
  • Formal stage two - If you remain dissatisfied with the outcome of your complaint after formal stage one, you can request that your complaint be escalated to formal stage two, at which point a review will take place by a senior manager/head of service
  • We will acknowledge receipt of your complaint within five working days and provide you with a date for when a formal response will be provided
  • We will again assign your complaint to an appropriate senior colleague who was not involved in the original complaint and carry out further investigation into the issue and what has been done before
  • Within 20 working days, we will offer you a resolution, and this will outline the reasons for your escalation, outstanding concerns and provide a detailed investigation response
  • Should you remain dissatisfied, you will be provided with details about how to refer your complaint to the Housing Ombudsman for an independent review
  • Customer compliments – When we receive a compliment about our service or team, it will be formally logged and shared with the relevant individuals or departments within two working days, helping us to recognise and reinforce positive performance.

All we ask of you in return is 

  • That you provide us with as much detail as possible, including times and dates where appropriate
  • That you let us know if you need any additional support so that we can respond to you in the most appropriate way for you.

We will know we are getting this right by

  1. Overall satisfaction
  2. We listen to your views
  3. We keep you informed
  4. We treat you fairly and with respect
  5. Satisfaction with our approach to handling complaints
  6. Number of complaints relative to our stock size
  7. Complaints responded to in time
  8. Complaints satisfaction surveys