Making a complaint
If you would like to make a complaint, please contact us through one of the channels below and tell us about what your complaint is about. Once received we will do what we can to find a resolution, we aim to do this quickly and efficiently.
What happens during the complaint process
Depending on the complaint, sometimes they do need investigating more thoroughly, and in this case it will be passed onto our Customer Resolution team who will then make contact with you and discuss your complaint and support you through the first stage of our process.
They will carry out an investigation with the information you have provided and keep you informed during the process.
We will do this as quickly as we can and aim to make sure you have a decision and response within 10 working days.*
*sometimes due to unforeseen circumstances a complaint may take longer to investigate and in these circumstances we will let you know and keep you updated.
Once a decision has been made, we will contact you to discuss the outcome, which will also give you the opportunity to ask questions and understand the decision made.
If you are not satisfied with the decision made, you are able to ask for the complaint to be looked at again in stage two of our complaints process.
The Housing Ombudsman service is there throughout the lifetime of your complaint and if you feel you need further help and guidance on your complaint, you are able to contact them.
The role of the housing ombudsman is to provide advice and support to both tenants and landlords.
At the end of our complaints process if you are not satisfied with the decision, you can ask for the Housing Ombudsman to look at the complaint. You are able to do this by waiting 8 weeks from the date of your complaint closing with us. If you would like this to be looked at earlier you can speak to your local MP who can act on your behalf as a designated person. They are able to see if they can find a resolution with us first or refer straight into the Housing Ombudsman.
To contact them, see below.
Housing Ombudsman Service
PO Box 152
Telephone: 0300 1113000
Complaints handling code
What we did
On the 7 July 2020 the Housing Ombudsman published the New Complaint Handling code.
The code sets out good practice to allow landlords to respond to complaints effectively and fairly.
The Housing Ombudsman instructed all landlords to carry out a self-assessment and share the findings with their boards and publish the results.
The ombudsman wanted us to complete a self-assessment before 31 Dec 2020, which is now complete. The reason for this was to ensure that we are compliant against the code and that we use it to improve our complaint handling services for our customers.
Although we were already ahead of the game and our policies and services were mainly compliant, we felt it was a real opportunity to review our services to make sure they are the best they can be for our customers.
We also took the opportunity to ask our involved customers if the exclusions within the policy were fair and reasonable.
What we found out
Overall, we found our services to be compliant and meeting the Ombudsman obligations. These findings were that we already have a very accessible complaint service, where customers can make a complaint through all of our contact methods.
Also the Ombudsman is very keen on the complaint process not having too many stages and recommend a two stage process internally. This is something we had already changed and simplified some time ago.
Below are the areas we will be looking to improve on:
- Create dedicated Resolution Officers to improve our complaint handling services and ensure we are consistent across the whole of our business
- Update our policy to reflect the ombudsman complaint handling code
- Improve accessibility and transparency of complaints information on our website and increase the frequency of complaint information that is shared with our customers
If you would like to know more about the code please see here