Our complaints policy is designed to help us put things right first time
The new policy makes logging complaints much more straightforward for our customers, allowing us to act on them as quickly as possible.
The new policy will introduce a simple two-step model that will replace our previous multi-layer approach.
The two stage process will be as follows:
- Complaint investigation – complaint is received, investigated and resolved.
- Single stage appeal – in rare circumstances where a complaint has not been resolved satisfactorily, customers may appeal.
Developed with input from the Futures Housing Group Insight Committees and the Housing Ombudsman, the policy aims to deliver fair, high quality customer experience and to help us learn from the complaints we receive.
For more information, you can read the Futures Housing Group complaints, comments and compliments policy here.
There are a number of ways you can get in touch with us, just choose whichever is easiest for you.