How we handle formal complaints
If the issue needs more investigation, or if you’d prefer a formal approach, we’ll treat the matter as a Stage One complaint. If we decide not to take your concern forward as a formal complaint, we’ll explain why clearly.
Stage 1 Complaint
To comply with the Housing Ombudsman Service, we use the following definition of a complaint:
“An expression of dissatisfaction, however made, about the standard of a service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting and individual resident or group of residents.”
When a complaint is made to us, we’ll:
• acknowledge your complaint within five working days
• investigate the full details of what’s happened
• find out how you’d like us to resolve it. We’ll be clear what’s possible and realistic and we’ll focus on what we can do to help
• aim to respond within 10 working days of acknowledging your complaint (or explain if we need more time to investigate).
We’ll do all we can to resolve your complaint at this stage. Please be assured our team will work closely with our service areas to pick up and address recurring issues. Our aim is to get it ‘right first time’
Stage 2 Complaint
If you’re unhappy with our decision, we’ll explore if there’s anything further we can do, or you can ask us to review your complaint.
If you wish to progress to a review, we can do this once the stage one action plan is complete or within 20 days of our original complaint response. It’s helpful if you can tell us why you remain unhappy, along with the outcome you’d like.
At the second stage, your complaint will be independently reviewed by senior manager who has had no previous involvement with your complaint. We’ll investigate your complaint and contact you with our final outcome within 20 working days of our stage two acknowledgement (or explain if we need more time to investigate).
If you still feel your complaint hasn’t been resolved, you may wish to consider contacting the Housing Ombudsman.
When can you contact the Housing Ombudsman Service
You can contact the Housing Ombudsman Service for advice at any time or if you feel your complaint’s not being managed appropriately.
The Stage two review decision will be our final response to your complaint. If you remain dissatisfied with our response you can ask the Housing Ombudsman Service to review your complaint. Before the Housing Ombudsman will investigate, you’ll need to follow stage one and two of our complaints process (as described above).
Here’s how to contact the Housing Ombudsman Service:
Write to them at: Housing Ombudsman Service. PO Box 1484, Unit D, Preston, PR2 0ET
Phone on: 0300 111 3000
Email at: info@housing-ombudsman.org.uk
Visit the Housing Ombudsman Website
