Our complaints policy is designed to help us put things right first time
We want all of our customers to have positive experiences with us and would love to hear from you if a member of our team has exceeded your expectations. If you’d like to leave a compliment, you can contact us through any of the methods below.
If you’re unhappy with the service you’ve received, we aim to resolve this first time by being fair, transparent and consistent. However, if you’re not happy with the result and wish to make a formal complaint, there is a two-step process we follow.
You will receive an acknowledgement letter within three days of us receiving your complaint. Our Customer Resolutions Officer will then contact you to discuss the complaint in detail, how long the investigation is likely to take, talk through your expected outcomes and the actions we will then take.
We will review all available evidence through a formal investigation and contact you to talk about our finding. We will then send you a letter of confirmation when the complaint has been resolved.
On the rare occasions that more time is required to solve an issue for you, for example if there is a major repair required to your property, we will work with you and maintain regular contact until the issue is resolved.
Where a complaint has not been resolved satisfactorily and a customer has additional or supporting evidence that demonstrates Futures failings, a single stage appeal process may be invoked.
All appeals will be considered by either our Customer Services Manager or our Customer Services Director, unless the appeal itself is regarding either of them, in which case it will be reviewed by another, appropriate member of our executive team.
If you still feel the complaint has not been resolved correctly and you have been through our process, you have the right to take this to the Housing Ombudsman service. You can find out more about this here.
View our full complaints, comments and compliments and policy here.
You can make a complaint or compliment using any of the following methods. We want to make the experience easy for you so get in touch whichever way is more convenient for you:
- Call us on 0300 456 2531
- Email us on firstname.lastname@example.org
- Send us a secure message through MyAccount
- Send a letter to Futures Housing Group and Futures Greenscape, Asher House, Asher Lane, Ripley, Derbyshire, DE5 3SW
- Contact us through our social media platforms – Facebook or Twitter
- Tell us in person
In 2018, we have reduced the time to deal with complaints significantly, and have exceeded our 10-day target.
We always seek to improve our services. Here are the main changes we have made, following complaints:
We are working more closely with local authorities and building partnerships to make processes easier for our customers
We have improved our mutual exchange process
We have developed a new Repairs Customer Offer to enable consistency and clear understanding for everyone involved and their responsibilities