We asked tenants on our Customer Access Service Improvement Group how we can improve the way we communicate with customers about our Complaint Handling Policies.
The group asked for more visual and poster formats so we’ve come up with this new poster which gives a simple step-by-step guide to our complaints policy.
You can download a copy of the full poster here.
You can also read all the steps below.
We formally acknowledge every complaint within five working days.
The time starts from the date we receive your complaint.
You can make a complaint in writing, by email, through our website, in person, or over the phone. Find out more here
You’ll receive a letter with details about the complaint, the officer investigating it, and when you can expect a full response.
The officer we assign to your complaint will carry out a full investigation.
They will speak to you to get a full understanding of your complaint as part of their investigation.
We aim to respond to your complaint within 10 working days from acknowledging the complaint.
If we can’t deal with your complaint in that time, we’ll write to you to explain the reasons why and when we’ll be able to respond.
If you’re not happy with our response at Stage 1, you can ask for your complaint to be escalated to Stage 2 and reviewed by another independent manager.
We hope we can resolve your complaint within our own complaints process.
However, if it isn’t, you can choose to escalate your complaint to the Housing Ombudsman. This is a free service that’s available to all social housing tenants.
