Complaints, compliments and suggestions

We aim to provide an excellent service to all our customers all of the time. However, there may be times when we get things wrong and we want to know when this happens so we can make sure we get it right the next time. We want to hear from you if you think you haven’t received the best service from us or if we haven’t lived up to the level of service you’d expect from us.

Similarly, it’s always nice to hear when we do things well and if you are particularly pleased with something we’ve done for you, let us know and we will pass on your views to the appropriate member of staff.

We take all complaints seriously as an important part of our commitment to customer care. However there may be times beyond our control when we can only respond in a certain way.

We want to be an organisation that treats everyone fairly. It is vital that you let us know if you feel you have been treated differently by one of our staff because of your gender, race or ethnicity, age, sexuality, or ability.

If you want to give feedback or make a complaint, you can fill in our online form, or contact your local area housing office.

What happens when you make a complaint?

1. Our complaints officer will acknowledge your complaint within three working days and tell you who is handling it.
2. The investigating officer will examine your complaint and respond within 10 working days. If it is a complex complaint or if it involves people other than ourselves then we may have to extend the response date. We will write informing you of this.
3. If you are not satisfied with this response you can request the complaint is elevated to a Stage 2 complaint. The senior officer will investigate you complaint and respond within 10 working days.
4. If you are not satisfied with this response, you can request the complaint is elevated to a Stage 3 complaint. We will form a complaints panel made up of Board members and a member of the senior management team who will make a decision on the complaint. You will hear the outcome within five working days of the panel meeting.
5. If you are not satisfied with the outcome of the appeals panel you can make a complaint to the independent Housing Ombudsman Service. Before you make a complaint to the ombudsman you must have first been through our internal complaints procedure. You can contact the ombudsman at:
   Housing Ombudsman Service – HOS
   81 Aldwych
   London
   WC2B 4HN