We know that sometimes things can go wrong and that you may become dissatisfied with our services.
Our aim is to ensure we handle your complaint in a prompt, polite and fair way, by working with you to find a resolution as soon as possible. Once we know something has gone wrong, we’ll work with you to put it right. If you remain dissatisfied, it’s easy to make a complaint.
We’ve adopted the Housing Ombudsman Complaint Handling Code 2024 and follow this statutory guidance to handle complaints.
How to make a complaint
It is easy to make a complaint about our service. We have a dedicated team of Customer Resolution Coordinators, who handle complaints.
To make a complaint you can:
Submit an online complaint
Supporting you to make a complaint
We are committed to equality and accessibility and are happy to assist you if you need help in submitting a complaint. You can also ask a friend or relative to help you. We accept complaints from advocates once we have confirmed that they have been authorised to act on your behalf.
We can provide you with details of advocacy services. We can also make any reasonable adjustments you may need, for example, by communicating with you in a certain way.
What happens next
In line with the Housing Ombudsman Complaint Handling Code, we support the earliest resolution of complaints and try to resolve any service requests quickly. A member of our Team will triage your complaint to make sure we understand what went wrong, and the resolution you are looking for. They will contact you to confirm what will happen next, and if they can, try to resolve it straight away.
For example, if you tell us:
We will treat this as a service request. We will log it and try to resolve it for you quickly. We log and monitor all service requests.
If the issue is more complex, or you remain dissatisfied, it’s easy to make a complaint.
Housing Ombudsman Service
You have the right to contact The Housing Ombudsman Service at any point throughout the complaints process, for advice and guidance:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
Phone: 0300 111 3000
Website: www.housing-ombudsman.org.uk/contact-us/
Monitoring and learning
We use complaints as a source of intelligence to identify issues and introduce positive changes in service delivery. We are committed to learning from the complaints we receive. If learning is identified from a complaint at any level, this is recorded internally. We work with those teams and contractors concerned to identify how we will implement the changes needed.
In line with the Housing Ombudsman Complaint Handling Code 2024, by June 30, we will publish our annual complaints performance and service improvement report which is available below: