We know we don't always get it right.
2023 - November, Our news
And for that we're sorry, so, let’s do something about it!
It’s our aim to provide excellent service to all residents, but we know that things can sometimes go wrong, and we can fail to meet your expectations.
That’s why we have a committed Customer Experience Team who are there to respond to your complaints, investigate them, and resolve them where possible.
Give us a call, send us an email, contact us through My PA, or fill in a Complaints Form online, and our team will get back to you within 5 workings days (usually 48 hours), letting you know we’ve received your complaint.
We’ll also confirm that we’re investigating what went wrong and we should update you on this within 10 working days. This is the start of Stage 1.
Then, once a thorough investigation about the root of the issue has been carried out, we’ll offer our apologies for the inconvenience you’ve experienced, and we’ll keep you informed with regular updates about what we’re doing to solve the problem.
If we can’t agree on a solution at the end of this process, the next step is to take your complaint to Stage 2 which is shown on the infographic opposite.
To find out more about how to make a complaint, visit the Complaints page.
Referrals to the Housing Ombudsman Service (HOS)
Throughout the complaints process, you’re entitled to refer your complaint to the HOS at any point and from 1 October, you’ll no longer have to not have to contact a designated person or need to wait 8 weeks before contacting them. The HOS have done this to help speed up the process for you.
You can find out more about this on their website, as well as details on how to contact them should you need to:
- www.housing-ombudsman.org.uk
- 0300 111 3000
- [email protected]
Why is it important to make a complaint?
We always appreciate your feedback because we genuinely want to help you and knowing where things have gone wrong can help us to improve our services. And, when our services are performing at their best level, this helps to benefit everybody involved.
