Complaint Standards

We value feedback from our residents and customers about the service we provide. This may be a complaint or it may be a general comment or compliment. All types of feedback are important to us. We listen to the comments provided and use the information to learn lessons and make changes.

• We will provide you with clear and accessible methods to pass on feedback to us, whether this is a complaint, compliment or comment

• If you complain we will acknowledge the complaint, in writing, within 2 days of receiving it, and tell you who will be investigating it

• If we are unable to give you a full response to your complaint within 14 days we will contact you to let you know how the investigation is proceeding

• All complaints will be investigated and a written reply with the outcome will be sent to you within 21 days of us receiving it

• All complaints will be investigated by our managers in a consistent and professional manner

• We will tell you how to appeal the decision should you be unhappy with the outcome

• If you are unhappy with the decision taken about your complaint you may appeal. We will inform you of the appeal panel’s decision within 14 days of the review meeting

• If you are unhappy with the decision of the review panel we will supply you with information about The Housing Ombudsman

• We will contact you approximately 6 weeks after your complaint has been resolved to ask how you found the complaints process to ensure it remains appropriate and accessible

• We will monitor all complaints, compliments and comments received

• We will publish information about lessons learnt and improvements we have made so that residents can see that they are being listened to

 *This is just one of our suite of Service Standards. Our value for money, equality and diversity and customer contact standards apply to all of our other standards.