Send us a complaint
When things go wrong, we want to know so we can look into the problem and put it right. Take a look at our simple two-stage complaints process, read our full complaints policy and find out how to take your complaint further should you need to.
Here's what you can log a complaint about:
When we haven't met one of our service standards or haven't taken appropriate action in an agreed timescale
We've not acted the way our policies and procedures says we should to a customer request
If there has been poor conduct by us, agents or one of our contractors
Dealing with your complaint
If you have a complaint, we encourage you to get in touch as soon as possible - we want to help and put it right.
Remember, if you have a complaint about the behaviour of one of your neighbours then please report it by completing our anti-social behaviour form.
A service request is a request from a customer to the landlord requiring action to be taken to put something right.
Service requests are not complaints, but must be recorded, monitored and reviewed regularly. If this is the first time you have told us about an issue, we will aim to resolve this for you as a service request - usually with 3 working days.
A complaint will be raised when you express dissatisfaction with the response to your service request, even if the handling of the service request remains ongoing. We will not stop our efforts to address the service request if you make a complaint.
The Trust have a 2 stage complaints process. The investigation stage is the first stage.
Within 5 days of you informing us of your complaint, we will write to you. In the letter, we will explain the complaints process and outline the details of your complaint. We will also let you know the staff member who will be responsible for handling your case.
We aim to investigate and respond in writing within 10 working days of acknowledging your complaint. However, in exceptional circumstances, depending on the nature of the complaint, it may take longer. If this is the case we will contact you to let you know.
If you are not satisfied with the response to the investigation, you can request for the complaint be reviewed.
The review is not a repetition of the investigation. The complaint will be reviewed when our complaints process has not been followed or there are elements of the complaint that have not been addressed.
We will confirm with you when a review is taking place.
A senior manager at the Trust will undertake the review. They will assess:
- how the complaint was handled
- how our policies and procedures were followed
- how the issue has affected the customer.
If any failures are found with the way the complaint was investigated or dealt with, the review response will address these.
Our aim is to provide a final decision in writing within 20 working days. However, depending on the nature of the complaint it may take longer, if this is the case we will contact you to agree a revised timeline.
If the complaint cannot be escalated to a review and you are unhappy with the Trust’s final response you'll be advised to seek an External Review.
You can contact the Housing Ombudsman service at any time for advice or if you are not happy with the outcome of your complaint.
Their contact details are:
- Online complaint form
- Phone: 0300 111 3000
- Email: info@housing-ombudsman.org.uk
- Postal address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
- Website: Home | Housing Ombudsman Service (housing-ombudsman.org.uk)
How we performed last quarter
From January 2024 to March 2024, we received 110 complaints:
66 ‘quick fix’ informal complaints
34 stage 1 complaints
10 stage 2 complaints
60% of those complaints were resolved informally within two working days
30% were closed at Investigation Stage
141 Customer compliments
Got an emergency?
Do not use this form for emergencies. Call 0800 012 1311- the emergency line is available 24/7.
Once your complaint has been resolved we may ask you for feedback on the outcome and the way it was handled. The feedback helps us improve the services we provide.