If you're reading this page you're probably frustrated with us, but before you make a complaint, we ask that let us try and put things right.
0300 123 2221
If you’d rather not, or you're still not happy, then it's time to get in touch with the Customer Experience team: our independent internal department who look after complaints.
Making a complaint
We want to make it as easy as possible for you to make a complaint if you need to. You can either:
- Give us a call
- Use your My PA account
- Email us
- Write to us
- Complete an online 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 perhaps your Neighbourhood Champion or one of our Involved Residents. If you’d like to do this, just ask us.
What happens next?
Stage 1
10 days
We'll acknowledge your complaint within 5 working days (usually 48 hours) to tell you we’ve got your complaint.
We’ll investigate your complaint to find out what has gone wrong and how we can fix it. We’ll report back what we’ve found out, what we’re going to do to put it right, and we’ll say sorry.
Hopefully at this stage, you're happy with the outcome and we can close your complaint.
Stage 2
20 days
If not, we continue to the next stage. Like Stage 1, we will acknowledge your escalation to stage 2 within 5 working days (usually 48 hours).
We’ll re-investigate your complaint again and involve the next level of management, usually a Director for their perspective.
We’ll report back with what we found out, we'll say sorry, and we'll let you know what we’re going to do to put it right.
Complaint closed
By now, we hope we’ve reached a resolution and you’re happy for your complaint to be closed.
What if you're still not happy?
Contacting the Housing Ombudsman
The Housing Ombudsman are there to support you if you're not happy with the outcome of your complaint with us. They will carry out an independent review of how we handled your complaint and make recommendations if we could have done things better.
You can contact them directly at any time.
- 0300 111 3000
- [email protected]
- www.housing-ombudsman.org.uk
- Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ
- The Ombudsman also has live chat on their website
Complaint Handling Code
The Housing Ombudsman has a complaint handling code to provide good practice for landlords. This was updated in April 2022. The aim is to improve awareness, greater access and response times and to support and enable landlords to respond to complaints effectively and fairly.
Here is our response to the latest self assessment
Positively , overall we are compliant with the code. However there are some areas we want to take more action on and these are highlighted in the self assessment.
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.
More detail on the updated complaint handling code can be found on the Housing Ombudsman Website.
