Customer ServiceFrequently Asked Questions

How can I make a complaint?

By January 14, 2020 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 by calling 01892 501480, 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

Stage 1: 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.

Stage 2: If you are dissatisfied with our response at Stage 1, you can request that your complaint is moved to Stage 2. Your request will be considered to see if it meets the criteria to be moved to Stage 2. If it doesn’t, you will be notified in writing of the reasons why it doesn’t. If it does, the case will be allocated to a Senior Manager to investigate who will contact you within 48 hours.

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 please tell us if you are still not happy and want your complaint to be taken to the next stage. Please do this within 10 working days of receiving our last response, so that we know you are still dissatisfied. Please include any new information and tell us why you are still not happy. If we do not hear from you within 10 days the complaint will be closed.

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

You can also contact the Ombudsman directly, but at present have to wait until 8 weeks after you’ve completed our complaints process.

The Ombudsman can give you advice at any stage of the complaints process but won’t make a determination about whether we’ve handled your complaint properly until you’ve fully completed our complaints process.

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: www.housing-ombudsman.org.uk

The Housing Ombudsman published a Complaint Handling Code in July 2020, setting out good practice that will allow landlords to respond to complaints effectively and fairly. Below is a link to our current self-assessment against the code. We are continually assessing our complaints process to make sure it’s clear, simple and accessible and helps us to resolve complaints promptly, politely and fairly . If you have any questions or  comments about our complaints process please let us know

Link to our self assessment