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
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.
Board response to our Annual Complaints and Service Improvement Report
The Annual Complaints Performance and Service Improvement Report, and the self-assessment (SA) against the Housing Ombudsman’s Complaint Handling Code, has been developed with and scrutinised by our Member Responsible for Complaints and Board.
The governing body is satisfied that the self assessment is a true reflection of how we handle complaints and that we are fully compliant with the Housing Ombudsman’s Complaint Handling Code. As a result of the self assessment, we have made a number of minor updates to our Complaint Handling Policy and Procedure to make it clearer on how we comply with the Code.
The MRC, Customer Committee and Board have continued to scrutinise complaints performance, including how we compare to other housing providers, seek assurance on how we learn from complaints to make improvements and provide constructive challenge to support continuous improvement.
The pages that follow summarise our complaints performance over the 2024 / 2025 financial year.
Our supporting self assessment against the Housing Ombudsman’s Complaint Handling Code can be found as a separate document on our website: www.vicohomes.co.uk
Annual Complaints And Service Improvement Report 2024 2025
Complaints Annual Performance 2023 / 2024
Housing Ombudsman Annual Landlord report for 2022 / 2023.