How to make a complaint
You can read our current customer complaints policy here, updated December 2020.
We aim to ensure that Customer Complaints are dealt with fairly and consistently and are resolved at the earliest possible opportunity. We also aim to promptly put matters right (where required) and to ensure that any lessons learnt from complaints are used to improve service delivery. We aim to get everything right the first time, but sometimes we get things wrong and you might want to complain.
How to make a complaint
- Who can make a complaint.
- The different ways you can make a complaint.
- How we will deal with your complaint - including the various stages and our response times.
- What you can do if you are not happy with our response.
Issues which will not be dealt with under the Customer Complaints Policy
The following issues will not be dealt with under the Customer Complaints Policy:
- Complaints relating to anti-social behaviour, neighbour nuisance and other alleged breaches of a Tenancy Agreement – these will be addressed by the Trust’s Anti-Social behaviour Policy and other procedures in relation to tenancy management.
- Allegations of fraud –these will be considered under the Trust’s Anti-Fraud Policy.
- Complaints that have already been dealt with under this Policy
- Complaints referring to that occurred historically, where there has been no prior complaint made may not be investigated, unless there are clear and extenuating circumstances meaning the complainant was unable to make the Trust aware of the complaint earlier. Individual circumstances will be taken into account and the Trust will always investigate a complaint where this is possible.
Where the Trust decides not to accept a complaint a detailed explanation will be provided to the complainant setting out the reasons why the matter is not suitable for the complaints process.
How to report a complaint
- Emailing it to email@example.com
- Completing the complaint form on the back of the leaflet and posting it to the address provided.
- Phoning us on 0300 303 9848
- Please complete the short form below
Complaints Review Panel Annual Report, Read the latest report Complaint Review Panel Annual Report - 2019-2020
Housing Ombudsman Service
All tenants and leaseholders of the Trust can seek advice and obtain information from the Housing Ombudsman about raising a complaint at any time.
To find out more about the Housing Ombudsman Service and how it may help you visit https://www.housing-ombudsman.org.uk/
Telephone 0300 111 3000