We have recently updated our complaints policy and procedure in line with the Housing Ombudsman's Complaint Handling Code, which came into force on 1 April.
We take all complaints seriously and will always try to deal with them fairly and with empathy. We complete an annual self-assessment and report for the board where you can find more details.
How do I make a complaint? You can make a formal complaint in any way that is convenient to you - by phone, email, letter, on social media or in person.
Stage one We will assign an impartial case manager who is unconnected to your issue to investigate. They will get back to you within 10 working days of the complaint being acknowledged.
We expect the vast majority of complaints to be resolved at this stage, but if you are unhappy with the outcome you can ask to move to stage two. You do not have to give us a reason or provide any more evidence.
Stage two At stage two a different case manager will look into what happened during stage one to see if there is anything we have not dealt with properly or fairly. They will provide you with a final response within 20 working days of the complaint being escalated.
One of our complaint specialists will contact you to check you are satisfied with the outcome and all outstanding issues have been addressed, before closing the complaint.
Housing Ombudsman
If you are still dissatisfied you can pass your complaint to the Housing Ombudsman. Find out how to contact them using the button below.
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