When things go wrong

We don’t always get things right and sometimes things go wrong. When that happens, we’ll give you the advice and support you need. We have simple ways for you to tell us when we’ve got things wrong, so complaints are resolved quickly, consistently and fairly. 

And we’re not afraid to say sorry when we get it wrong.

We’ll:

• Follow the Housing Ombudsman’s Complaint Handling Code.
• Have a clear and accessible Complaints Policy and give you the information you need on how to make a complaint.
• We will publish an Annual Complaints and Service Improvement Report by the end of September each year.
• Respond to all complaints in line with the timescales set out in the Housing Ombudsman’s Complaint Handling Code.
• Use and value your feedback and learning from complaints to make improvements to the experiences and services we offer.

How will we know we’ve been successful?

We use Tenant Satisfaction Measures (TSMs), which were introduced by the Regulator of Social Housing (RSH), to tell us how well we’re doing for customers. Our performance can be viewed here but customers told us the key measure to use for this promise was:

• Vico Homes responds to all complaints in line with the timescales set out in the Housing Ombudsman’s Complaint Handling Code.