If you are unhappy with our service and you would like to make a complaint, you can do so in the following ways:
- You can make your complaint online via My Account
- You or someone acting on your behalf can contact your housing officer or property management officer (PMO)
Please remember that the more information you are able to give us, the easier it will be to investigate your complaint.
If your complaint relates to a service registered with ARCO please be guided by the procedure set out in our leaflet for these.
We have a two-stage complaint process
At stage one, your complaint will be handled by your housing officer (HO) or property management officer (PMO). If your complaint is about your HO/PMO it will be dealt by their line manager. They aim to contact you to acknowledge your complaint within two working days, followed by a formal written response to your complaint within 10 working days (written responses can be translated into a preferred form or language on request).
This is the final stage of the complaint process. If you are unhappy with the outcome at stage one please contact the person who responded to your stage one complaint within 20 working days after receiving the response advising them you wish to escalate and why. At this stage, you will have the option for two people to review your complaint; they can be an independent manager within the business and an independent resident from a pool of residents. We aim to review your complaint within 20 working days and will keep in contact with you during this time.
At any stage during your complaint, please be aware that you can approach the Housing Ombudsman for independent advice around your complaint. Once your complaint has exhausted our internal procedure, you can also contact the Ombudsman again at this point for a further investigation should you remain unhappy. For more information see our complaint policy.
For more information on how to make complaint and how your complaint will be dealt with, see our information leaflet.
Going to the Housing Ombudsman
If you've been through our complaints procedure and are still unhappy, you can refer to the Housing Ombudsman Service which was set up to resolve disputes involving the tenants and leaseholders of social landlords. The service is free, independent and impartial.
You should be aware however, that in the majority of cases the Housing Ombudsman will only consider a complaint once it has been through our internal complaints procedure.
You can contact the Housing Ombudsman Service at:
- Housing Ombudsman Service
PO Box 152
0300 111 3000
The Housing Ombudsman Service is set up by law to resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities) and voluntary members.
In July 2020 the Housing Ombudsman published a new Complaint Handling Code which provides good practice for landlords on fair and effective complaint handling. The Housing Ombudsman will expect any case coming to their attention to have been managed in line with the new Code. We have published a self-assessment against the Code on 23 December 2020.