How to make a complaint
To make a complaint complete our online contact us form.
Tenant services complaints procedure
- Early Resolution - the Customer Care Officer will ensure your query is responded to with agreed actions within 3 working days. If you feel like your concerns have not been addressed or we cannot respond with a quick turnaround then you can take your complaint to Stage 1 of the corporate complaints procedure.
- Stage 1 - The Tenant Services Customer Care Officer will acknowledge your complaint within 5 working days of receiving it. You will be given a complaint reference number and the details of the manager who will be handling your complaint. You can expect a response within 10 working days. Sometimes it may take longer to resolve your complaint but you will be kept informed if there is any delay.
- Stage 2 - If you are dissatisfied with the outcome of Stage 1, you can escalate your complaint to Stage 2. This will mean that our Complaints Team will carry out an independent investigation on behalf of the Chief Executive. You can expect a response within 20 working days. Sometimes it may take longer but you will be kept informed if there is going to be any delay.
Landlord's complaints procedure
All complainants who have gone through a landlord's complaints procedure and are still dissatisfied can now go to the Housing Ombudsman. Visit the Housing Ombudsman website for more details. When you contact the Housing Ombudsman you will be asked if you have gone through the landlord's complaints procedure. Then you will be asked if you have involved a Designated Person or Tenant Panel regarding your complaint. The Ombudsman will consider your complaint 8 weeks after the final response letter from your landlord.
If you do not want to wait 8 weeks to contact the Housing Ombudsman you can approach a Designated Person or Tenant Panel. The Designated Person or Tenant Panel is not part of the Corporate Complaints Procedure. It is separate and independent. The function of the Designated Person or Tenant Panel is to either review your complaint and help come to a local resolution between you and Tenant Services or to refer you directly to the Housing Ombudsman.
What is a Designated Person?
A Designated Person is any MP in England or a local District or Unitary Councillor.
What is a Tenant Panel?
A Tenant Panel is a group of tenants recognised by the landlord for the purpose of referring complaints to the Housing Ombudsman and resolving complaints locally. Our Involved Tenants are looking at the options for a Tenant Panel. If you are interested in becoming a member of the Tenant Panel email us at firstname.lastname@example.org or call 0118 978 2494.
If you have any questions about the complaints process, email email@example.com or call us on 0118 974 3768.