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 complaint' leaflet click on the image to the right, call Customer Services on 0300 303 1010 or email enquiries@paradigmhousing.co.uk

Our complaints process

Stage 1
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 kepp you up-to-date with our progress.

Stage 2
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.

Stage 3
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 this stage, if you are still unhappy with the outcome of your complaint or how you feel it has been dealt with, you can contact the independent Housing Ombudsman Service by phone on 0207 421 3800 or by email info@housing-ombudsman.org.uk. The Ombudsman will expect you to have gone through all three stages of our complaints process before they look into your complaint further.

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 enquiries@paradigmhousing.co.uk. Alternatively you can make a formal complaint online by completing the form below.