We aim to provide an excellent level of service to all our customers, but we know that sometimes things don’t go as expected. We welcome feedback from our customers as they help us to put things right and make changes to improve our service.
If you would like to know more about our complaints procedure our Guide to Complaints provides further information.
You can also read more in our Complaints Policy and Complaints Procedure.
I'm unhappy with the service I've received - what should I do next?
We're sorry that you are unhappy, if you let us know what has gone wrong and what we can do to put it right, we will aim to resolve your issue straight away.
If we can't do this, we will contact you within the next three working days, with an outcome to your issue or we will agree next steps with you.
If you are unhappy with the outcome we provide, the matter will move to Stage 1 of our formal complaints procedure.
To tell us about an issue and what we can do to put it right, please complete all sections of the form below, as this will help us to deal with your issue as quickly as possible. Or you can call us on 0345 8 507 507.
Housing Ombudsman
If, following our final response to your complaint, you are dissatisfied with the outcome you can ask the Housing Ombudsman Service to investigate your complaint. The Housing Ombudsman offers an impartial service to resolve disputes and can be contacted directly by:
- Phone: 0300 111 3000
- Online: Housing Ombudsman - make a complaint
- Email: [email protected]
- In writing: The Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET.
More information about the types of complaints the Housing Ombudsman can consider and what it does is available on its website.
As members of the Housing Ombudsman Service Scheme, we have to carry out a self-assessment to ensure compliance with its Complaint Handling Code.
Governing bodies response to the self assessment
Our Annual Complaints Performance and Service Improvement Report, including the self-assessment (SA) against the Housing Ombudsman’s (HOS’) Complaint Handling Code (CHC), has been developed with and scrutinised by our Member Responsible for Complaints, Corporate Management Team, Customer Committee and Board.
The governing body is satisfied that the report is a true reflection of how we handle complaints and that we are fully compliant with the HOS’ CHC.
In 2023 / 2024, the number of complaints received continued to rise. In response to this, from April 2024, we have strengthened our complaint handling to support a positive complaints culture and make sure we're compliant with the CHC by delivering a number of important improvements. This includes a new Complaints Policy and Procedure, a new digital complaints management system, and a large programme of education and engagement for colleagues.
In the coming year the governing body will continue to scrutinise and seek assurance on how we learn from complaints to make improvements to our services. We will develop our understanding about the types of complaints we receive and best practice in handling. We will also benchmark our performance against other providers. We will continue to monitor performance and progress, and provide constructive challenge to support continuous improvement.
Complaints Annual Performance 2023 / 2024