When we get things wrong, we want to put them right as soon as we can.
Here’s how you can ask us to make things right or, if we can’t, make a complaint.
Fixing things quickly
Start with the relevant Hub team.
The quickest way to get your problem solved is to call us and speak to the relevant Hub team depending on whether your query relates to rent, repairs or housing and any other issues. You can also email them. They can help.
0300 123 2221
If you’d rather not, or if they can’t solve the problem or it’s too important, get in touch with the Customer Experience team: our independent internal department who just look after complaints. If you receive poor service, then please tell us about it so we have the opportunity to put things right. We greatly appreciate your time and use any feedback as an opportunity to improve our services.
There’s a link to a complaint form you can send us below.
If that doesn’t resolve things, it’s time to make a complaint
You can either:
- Give us a call
- Email us
- Fill in the complaint form
You can have an advocate
If you’d rather not make a complaint yourself, you can ask someone else to make it for you. This could be your MP, a councillor or someone on our Tenant Panel.
If you’d like to do this, just ask us.
What happens next
During this stage:
- You’ll have a single point of contact who leads on customer experience
- We’ll aim to resolve your complaint in a maximum of 10 days, but we’ll keep you updated throughout
We’ll get back to you
We’ll call you back (if you’d rather we didn’t, let us know and we’ll write or email instead) within 24 hours to tell you we’ve got your complaint.
We’re an independent team within PA - you don’t have to deal with the people you’re complaining about, we’ll do that for you. One of the team - a named contact who’ll stay in touch with you - will investigate your complaint, talking to the people responsible and finding out what went wrong and how we can fix it.
We’ll report back
We’ll tell you what we’ve found out, what we’re going to do to put it right and we’ll say sorry.
If we still haven’t managed to resolve your complaint, you can ask us to look at it again. This time, as well as the Customer Experience Team, we’ll also ask one of PA’s Directors to get involved. This is a Stage 2 complaint.
During this stage:
- You’ll still have a single point of contact who leads on customer experience, but they will be supported by a relevant Head of Service of Assistant Director.
- We’ll aim to resolve your complaint in a maximum of 15 days, but we’ll keep you updated throughout
We’ll keep you posted
Like Stage 1, we’ll call you back to let you know we’ve got your complaint. If you’d prefer us to email or write, we’ll do that instead. We’ll do this within 24 hours.
We’ll ask one of our Heads of Service or Assistant Directors to get involved, and your named contact will still stay in touch with you.
They’ll re-investigate your complaint, talking to the people responsible and going over what went wrong again, looking at how we can fix it and make things right for you.
We’ll report back
We’ll tell you what we’ve found out through our new investigation, what we’re going to do to put it right and we’ll say sorry.
If you’d like to take your complaint further
If we can’t agree at the end of Stage 2, the next step is to take your complaint to the Housing Ombudsman.
Contacting the Ombudsman:
- 0300 111 3000
- [email protected]
- Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ
- Or the Ombudsman also has live chat on their website.
The Housing Ombudsman have produced a handy guide which helps explain how residents can get help.
Complaint Handling Code
The Housing Ombudsman has introduced a complaint handling code to provide good practice for landlords. The aim is to improve awareness, greater access and response times and to support and enable landlords to respond to complaints effectively and fairly.
In December 2020, PA Housing prepared a self-assessment of our complaint service against this code.
We can answer “yes” to most of the questions which is very positive, however from this and our work over the past couple of years, we know there are some key areas we need to improve on. This work has allowed us to improve our complaint handling, learn from the feedback and review the way we work to create a positive complaint handling culture. We have further plans in place for this and are continuing to talk to residents about this in the new year.
If you have any feedback about this self-assessment or would like to get involved in reviewing our complaint process, please let us know by emailing [email protected].
Click here to view the full code.
Do you live in the London Borough of Richmond?
If so, you can access their Tenant's Champion service. Whether you're a tenant or leaseholder who rents or leases your home from a Housing Association in the borough, they can offer you help and support if you need to complain.
Sometimes things don’t get resolved to your satisfaction straight away so the first step would be make sure you’ve raised an official complaint to us at PA Housing. If you are still not satisfied, you can contact your local Ward Councillor for help. However, some issues may be more complex, or be something that keeps occurring, or may affect many people - and it is here that the Tenants’ Champion can help.
This service is only available to customers living in the London Borough of Richmond
The Tenant's Champion service has published their Annual Report for 2020-2021 showing how they've helped residents of PA Housing and other social housing providers in the borough of Richmond.