Complaints

For more information on complaints please refer to our ‘Make a complaint’ pages on the website.

1. How can I make a complaint?

You can make a complaint in a variety of ways, via email, phone, letter, in person or through an advocate – a person acting on your behalf.

2. What happens when I make a complaint?

We aim to acknowledge all complaints within 48 hours of receiving them at our office. A Customer Solutions Officer will contact you to discuss a resolution to your complaint.

3. How can I check on the progress of my complaint?

The best way to check on the progress of your complaint is by contacting the Customer Solutions Officer responding to your complaint. Alternatively you can contact the customer services team on 0330 123 0220

4. What is the Complaints Review Panel?

The Complaints Review Panel review complaints at Stage 2 of our complaints procedure, the panel comprises Viridian residents and a senior member of Viridian staff. Their role is to review the actions taken by the Customer Solutions Officer to ensure that Viridian policies and procedures have been followed and that the complaint was investigated properly at the previous stage. The Complaints Review Panel also meets every three months to review our overall complaints performance. For information on joining the Complaints Review Panel please contact the Customer Solutions Team by email - businessimprovement@viridianhousing.org.uk or by calling 0330 123 0220.