If you think we have failed to provide a service or that we have provided a poor service, we really need to know so we can take action to put things right. We can often resolve problems straight away, but if we cannot put it right for you quickly, we will address the problem as a formal complaint.
The following are examples of issues we would treat as a complaint:
If you are reporting something for the first time, like a new repair or a problem with a neighbour, we will record this as a service request, rather than a complaint.
If you wish for us to log it as a formal complaint we will ask you for detailed information about what has happened and why you are dissatisfied, and what you would like us to do to put things right, as this will help us to investigate and resolve the complaint.
If you would like to make a complaint, comment or compliment please contact us using one of the following methods:
Your complaint will be formally recorded and the relevant team manager will investigate your case. Within two working days we will send you a letter (or email if you prefer) acknowledging your complaint. We will include an information sheet explaining the procedure as well as the details of the manager who will be responsible for dealing with your complaint – the ‘lead handler’.
The lead handler will speak to you to discuss and understand your complaint. Together you can discuss what can be done to put things right. After they have spoken to you, they will write to you to confirm what has been agreed to resolve the complaint.
Sometimes, a complaint can take longer than 10 days to resolve, for example, if repair works are necessary. In these instances, we will write to you to confirm what actions we will take to resolve the complaint, and will then write again once these have been completed to confirm this.
The lead handler will keep in touch until the agreed actions have been completed. If you think that further actions should be taken, you can discuss this with the lead handler. When all actions are complete, the lead handler will contact you to check this. We will then close the complaint.
If you feel that we have not dealt with your complaint in a proper or fair way, you can ask for a review. When making a request for a Panel Review meeting, it is important to tell us what you think has been unfair, and how you would like your complaint to be resolved.
We will always try to work with customers to resolve problems without unnecessary delay and it may be possible to resolve your complaint without the need for a Panel Review meeting. At a Panel Review meeting, an independent panel of board members will hear your complaint. We will invite you to come to the meeting to present your complaint in person.
The panel’s role is to decide whether the complaint has been handled correctly and decide what further action is needed to resolve the complaint. The panel will write to tell you their decision within 10 days of the panel meeting.
If you are not satisfied with the recommendations made by the panel, you may take your complaint further.
After our complaints procedure, you can refer your complaint to a ‘designated person’.
Who is a designated person?
They can try to resolve your complaint or refer it to the Housing Ombudsman for you. A designated person does not have powers to make a landlord carry out a particular action or change a previous decision, but we will work together to find an outcome that is fair and agreed by both parties. This is a new arrangement that came into effect in April 2013, introduced by the Localism Act 2011. Please get in touch with us for more information.
You can still refer a complaint to the Housing Ombudsman directly, but only after waiting eight weeks from the closure of your complaint with us. They will only investigate your complaint after it has been through all the stages of our internal complaints procedure.
The Housing Ombudsman can only hear complaints about housing services. We can provide information about alternative bodies for non-housing complaints, such as the local authority or the Leasehold Valuation Tribunal.
This is a summary of our complaints procedure. We can use our discretion in applying the complaints procedure. Get in touch with us or visit our policy page to view our complaints policy, which has details of how we will work with customers to put things right.
Benefit changes are coming in April 2013
Would you like to get on the property ladder?
New resident newspaper