We have a formal, two stage complaints process to investigate and resolve the complaints we receive. We're regulated by the Housing Ombudsman Service and follow their 'Complaints Handling Code' when managing complaints.
Every complaint made to us is initially reviewed. If it meets our complaint criteria - you can find this in our policy here - the complaint is then handled by a specialist complaints officer who will investigate the complaint and work with you to resolve it this first stage.
If you're not satisfied with our stage one response or can provide additional evidence that your complaint has not been resolved, it can then be escalated to stage two of our internal complaints process. This means your complaint will be investigated and handled by an independent complaints handler.
If you have been through this two-stage process and feel that we've not handled the situation properly, you can then refer the complaint to the Housing Ombudsman.
- The Housing Ombudsman has lots of helpful advice and resources, including how to complain, when it’s appropriate to escalate to them and fact sheets on a variety of housing issues. Head to the residents section on the Ombudsman website here.
- You can view our self-assessment for the Housing Ombudsman's 'Complaint Handling Code' here.
- You can view the response from our Board about our self-assessment here.
