Making a formal complaint
We are committed to delivering an excellent service to our customers. However, we recognise that there may be times when you might be dissatisfied if we have failed to deliver a service to the high standard set.
Complaints can provide us with valuable information about where we can improve. We welcome this feedback as it provides us with an opportunity to learn more about our customers’ needs and expectations, and to continually improve the services that we deliver.
We will deal with a formal complaint through our complaints procedure. If you don't want to make a formal complaint, but would still like to raise a concern then please go to our 'Tell us what you think' page.
If you would like a copy of our 'How to make a formal complaint' leaflet click on the image to the right, call Customer Services on 0300 303 1010 or email firstname.lastname@example.org
Our complaints process
If you make a formal complaint a team leader or departmental manager will;
tell you they've received your complaint in writing within two working days
investigate your complaint and give you a full response in writing within ten working days.
If we think your complaint will take longer we will tell you as soon as possible and keep you up-to-date with our progress.
If you are not happy with our first response, a senior manger or director will investigate further and respond within ten working days. No member of staff involved in stage one of the complaints process will be involved at any other stage.
If you have followed stages one and two of our complaints process and are still not happy, you can appeal to our Complaints Panel who will look into your case further. They will;
- offer a full review within twenty days of receiving your request
- hold a review meeting which you can attend and present your case (with or without a representative)
- make sure a Tenant Board member is on the panel if possible
After Stage 3
After this stage, if you are still unhappy with the outcome of your complaint or how you feel it has been dealt with, you may contact a designated person. This can be either an MP or a local Councillor.
The designated person may help to resolve your complaint directly, or may refer your complaint straight to the Housing Ombudsman.
If you do not wish for your complaint to be handled by a designated person you may approach the Housing Ombudsman directly a minimum of eight weeks after Stage 3 of our procedure.
You can contact the Independent Housing Ombudsman Service by phone on 0207 421 3800 or by email email@example.com.
What if you’re not satisfied with how we are handling your complaint?
If at any stage of the complaints procedure before stage 3, you feel that we are not dealing with your complaint according to our process please contact our Customer Experience Manager, Alexa Lamond on 01628 811857 or firstname.lastname@example.org who will review your case.
How to raise a formal complaint
If you require an immediate response or action please contact Customer Services on 0300 303 1010 or via email at email@example.com. Alternatively you can make a formal complaint online by completing the form below.