Customer ServiceFrequently Asked Questions

How can I make a complaint?

By December 19, 2017 No Comments

We want to provide you with the best possible service, however there may be times when you are not happy and wish to complain. When a customer complains we will treat the complaint seriously and investigate it fairly.

What is a complaint?

A complaint is when a customer is unhappy with us and wants us to put it right. Examples of complaints are:

  • Taking too long to do something
  • Not explaining why we have done something
  • A problem with your home
  • A repair not being carried out properly

If you are unhappy with us please let us know and tell us what you would like us to do to put things right.

What is not a complaint?

Complaints are issues with the services we provide. A problem such as a dispute between neighbours is not considered a complaint.

How to make a complaint

Complaints can be made by post by sending in a letter, telephone, e-mail or in person. You can make a complaint by using our online complaints form. You can also contact the local Citizens Advice Bureau. To find your local Citizens Advice Bureau call 020 7833 2181 or visit adviceguide.org.uk. Please let us know if you need help to make your complaint.

What to expect if making a complaint

Quick Fix: We will contact you within 48 hours to talk about your complaint so we can understand the problem. Wherever possible the person dealing with your complaint will try to resolve it within 48 hours. This may not mean that action is taken but that we have agreed with you what we will do.

Formal Stage 1: If we cannot resolve the complaint within 48 hours and you are dissatisfied, it will go to Stage 1 of our formal process. Your complaint will be allocated to a member of staff who will contact you within 48 hours to talk about your complaint and understand the problem.

We aim to resolve your complaint within 10 working days, but the investigation may take longer and we will agree a timescale with you.

Formal Stage 2: If you are dissatisfied with our response at Stage 1, we will progress your complaint to Stage 2. At this stage, your complaint will be looked at by a manager who will contact you within 48 hours to understand the problem. We aim to resolve your complaint within 10 working days, but the investigation may take longer and we will agree a timescale with you.

Your responsibility

At each stage you must tell us if you are still not happy and want your complaint to be taken to the next stage. You must do this within 10 working days of receiving our last response. You must include any new information and tell us why you are still not happy.

You can request that your complaint is considered by a designated person. Councillors and MPs are designated people. Their role is to assist in resolving complaints.

Whilst you can refer your complaint to an MP or councillor at any stage of our complaints process, their role as a designated person would ‘switch on’ once our complaints process has been exhausted.

For councillor contact details please call your local council and for MPs please contact the House of Commons Information office on 020 7219 4272 or visit parliament.uk

We can also recognise a tenant panel as designated for considering complaints.

Housing Ombudsman Service

The Housing Ombudsman Service holds a list of contact details for recognised tenant panels. The designated person can refer your complaint to the Housing Ombudsman, once your complaint has completed all 3 stages of our complaints process. If you are still not happy after completing our complaints process you can contact the Ombudsman directly from eight weeks after your complaint has completed all 3 stages of our complaint process. You must do this within 6 months of your complaint being closed at stage 3

Their contact details are:

Address: Exchange Tower, Harbour Exchange Square, London E14 9GE

Telephone: 0300 111 3000

E-mail: info@housing-ombudsman.org.uk

Web: housing-ombudsman.org.uk