Download Magnify Burger menu < Minus Plus Circle Chevron down Chevron left Chevron right Lock Facebook Twitter Youtube Pinterest Toolbox Multiply Arrow Up Envelope Phone Ticket Clock Calendar Share Skip to main content

Complaints

Making a complaint

We aim to provide the best possible service, However sometimes mistakes happen or circumstances beyond our control affect our service. You can help us to improve this by letting us know where our service has fallen short of our high standards and what we can do to improve them.

Please complete the brief form bellow and we will ensure a customer advisor responds to your complaint before the end of the next working day. 

We will ensure that we:  

  • treat your complaint seriously, promptly and in confidence;
  • take full details from you and investigate the matter;
  • will resolve the problem as soon as possible;
  • use the lessons learned from any complaints to improve our service standards; and
  • aim to resolve you complaint to an agreed outcome.  

For more information contact us by completing this form  or just speak to us via our Live chat button below.   

  • What happens when I make a complaint?

    If you make a complaint we aim to put it right immediately. However If you are still unhappy with the outcome we will raise the issue with a senior manager who will investigate the matter further.

    We will contact you within three working days to check we have all the details regarding your complaint. We will then agree with you the correct course of action.

    We will aim to investigate your complaint within 10 working days of your initial complaint, or by a timescale agreed with you.

  • How do I ask for compensation?

    If you raise a complaint for something you feel has gone wrong and it needs putting right. You have the right to ask for compensation as part of your complaint.

    If a minor issue has occurred for example a tradesman didn’t realise he had accidentally damaged some of your wallpaper and you want it putting right – you can request a compensation claim for this to be sorted.

  • What can I do if I am unhappy with the outcome of my complaint?

    You can ask for the complaint to be reviewed by a Head of Service. The Head of Service will contact you within three working days to discuss why you are still unhappy and what you would like us to do. They aim to complete the review within 14 working days, or by a timescale agreed with you.

  • What can I do if I am unhappy with Ongo’s final response to my complaint?

    Once your complaint has exhausted our internal process you are able to escalate your complaint externally. You can take your complaint to a Designated Person or the Ombudsman.

  • Designated Person

    A designated person can be your MP, Local Councillor, or a Tenant Panel*.

    Your chosen designated person will either try to resolve the complaint themselves, contact the Housing Ombudsman or if they refuse to take your complaint on, you can contact the Housing Ombudsman directly yourself.

  • Housing Ombudsman

    The process for contacting the Housing Ombudsman* is;

    • that you will need to wait eight weeks after the conclusion of our formal complaints process, or by the referral of what’s called a “designated person”.

    Please note that the Ombudsman will not investigate until the complaint has been through our complaints procedure.

  • Where can I find Ongo’s complaints and compensation policy?

    If you are unhappy about a service you have received and want us to put it right quickly please contact our customer service team. If you are still unhappy, your complaint will be escalated to a team leader or manager who will personally investigate the matter.

    They will contact you within three working days to check they understand what your complaint is about and what your expectations are. They will aim to complete their investigation within 10 days of your initial complaint, or by a timescale agreed by you. 

    Our Complaints and Feedback Policy gives you more information about our complaints process.

  • Where can I see how Ongo are performing with complaints?

    It is really important to us that we deal with complaints in the correct way. You can read all about our complaints performance below.

    We asked you...

    2012/13

    2013/14

    2014/15

    2015/16

    Overall, how satisfied were you with the final outcome of your complaint?

    44.7%
    said very or fairly

    48.7%
    said very or fairly

    57.9%
    said very or fairly

    53.03%
    said very or fairly

    Overall, how satisfied were you with the way we handled your complaint?

    52.3%
    said very or fairly

    51.3%
    said very or fairly

    61.2%
    said very or fairly

    59.1%
    said very or fairly

    How satisfied were you with the speed your complaint was handled?

    50.6%
    said very or fairly

    48.7%
    said very or fairly

    71.1%
    said very or fairly

    69.7%
    said very or fairly

    How satisfied were you with the support you got while your complaint was being dealt with?

    43.8%
    said very or fairly

    43.5%
    said very or fairly

    54.5%
    said very or fairly

    57.6%
    said very or fairly

    How satisfied were you that you were kept informed while your complaint was being dealt with?

    44.9%
    said very or fairly

    42.9%
    said very or fairly

    65.3%
    said very or fairly

    51.5%
    said very or fairly

Click here if you claim Universal Credit

It is important you let us know so we can support you in paying your rent on time.

Close
Open
Live Chat