Your feedback matters to us
We try to get things right the first time, and when we do it's great when you let us know. We love receiving positive feedback and that way we can keep it up. And, if we get things wrong we want to put complaints right as soon as possible, so we need to hear about these things too.
We want to hear from you
We welcome feedback from our customers as this gives us the chance to improve our services. So whether you have a complaint, compliment or some other feedback you would like to share with us we would like to hear from you.
Our promises to you:
- We will listen to your complaint and make sure that we understand your concerns.
- We will try to put things right straight away.
- We will respond to your complaint in a positive, open and timely way.
- We will treat you with respect and courtesy.
We aim to resolve complaints as quickly as possible but recognise that there are some occasions where it might take a little longer to resolve the problem. If this is the case we will let you know. We will also confirm what we have agreed with you in writing.
If you require any further information relating to our customer feedback policy, please contact our Service Improvement team on 0300 123 8080.
Complaint Handling Code
In July 2020, the Housing Ombudsman published a new Complaint Handling code which is due to come into effect January 2021. The code aims to ensure fair and effective complaint handling, promote a positive complaints culture and to embed complaint learning. The Housing Ombudsman provides more information on their website about the new Complaint Handling Code which you can access here.
Did you know?
We undertake regular self-assessments against the Complaint Handling code which evidences that we are compliant with our approach to customer feedback and complaint handling. The last self-assessment was carried out in October 2020 where we identified a number of areas that we want to focus on to elevate complaint handling and complaint satisfaction. We have agreed an action plan that includes the creation of a complaint learning framework, further colleague training on complaint handling and the formation of an accessibility policy.
You can read about our latest self-assessment here.
Each year, we will publish the outcome of our self-assessment along with an update on the progress of our action plan.
You have the right to access the Housing Ombudsman throughout the duration of your complaint. They are there to offer you support and guidance throughout the process and ensure we remain compliant with Complaint Handling Code.