We are committed to providing high quality services and our complaints procedure allows us to deal with problems quickly and fairly. We have a dedicated Customer Solutions team with customer solutions officers who will be personally responsible for responding to your complaints quickly and efficiently.
Your first point of contact would usually be our Customer Service team or your scheme manager who will do their utmost to help and can normally resolve most issues directly with you.
If this does not resolve the problem and you wish to make a formal complaint you can do using:
For further information on how to make your complaint, please contact the Customer Service Centre on 0330 123 0220. You will then be contacted by a customer solutions officer within 48 hours.
The customer solutions officer acts as your sole point of contact during your complaint and will stay in close contact with you during the complaint investigation. Once your complaint has been assigned to an officer, they will make contact with you and give you their direct contact details for the duration of your complaint.
An advocate is another person making a complaint for you. An advocate may be a friend, relative or a representative from organisations such as the Citizens Advice Bureau, although the advocate should not be a solicitor or other legal professional as this is not a legal process.
Where advocates are to be used, and the standard complaints form has not been completed giving permission for them to act on your behalf, no personal information will be given to them before we have your written consent. Please contact us for further information on the use of advocates when making a complaint.
The Housing Ombudsman Service is an independent body set up to provide a free and fair way of dealing with complaints against housing organisations. Generally, the Housing Ombudsman will not consider a complaint unless it has been through all stages of our complaints procedure, although there may be exceptions to this. Further information can be found on the Housing Ombudsman Service website.
Generally, dealing with complaints is a straightforward process, but in a minority of cases:
We reserve the right to refuse to deal with the complaint, or to deal with it differently if, in our view, it is being pursued unreasonably or merits being handled in a different manner to our complaints policy and procedure.
If you have any questions about the complaints process, or want help making a complaint, please contact Customer Services on 0330 123 0220 and ask to be contacted by member of the Customer Solutions team. Alternatively, you can email firstname.lastname@example.org and one of the team will contact you.
Should you require any further information about the complaints review process we've got some handy FAQs here.