complaint process
Posted on: July 2nd 2022   •    Posted in: General News

Understanding our complaint process

We understand that things can sometimes go wrong, and it's for that reason we have our complaint process in place.

If you are unhappy with the service that you have received from us, please let us know so we can put things right.

We also love to hear when you’re happy with something we’ve done and the services you value. All complaints, comments and compliments help us learn to further improve our services to you.

In 2020, the Housing Ombudsman Service (HOS) introduced the Complaints Handling Code. We made some changes to how we managed complaints in response to this, with these now being coordinated by the Customer Experience team.

We have four members of the Customer Experience team who manage complaints: Ellie, Jane, Christianne and Karen.

The HOS have made some updates to the Complaints Handling Code this Spring, and we’ll be publishing this in May 2022 on our website.

What is a complaint?

We define a complaint as an expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the organisation or its employees, contractors, or other representatives.

A complaint isn’t a service request, for example reporting a repair or an incident of anti-social behaviour.

How do I make a complaint?

  • Click here to complete our online form
  • Email us at
  • Call us on 0300 3300 900 and ask to speak to the Feedback team
  • Report your issue to a staff member and they will pass it on to the feedback team. We will call you back to confirm all the details
  • Write to us by post

If you still feel dissatisfied at that stage, you can ask the HOS, to review your case. You can also contact their support advisors at any point during the life of a complaint.

Contact details for the HOS are:
0300 111 3000
Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

Our recent complaints

When we’ve completed your complaint, we always look at what went wrong and how we can improve our services.

We know that communication is the most common theme in complaints and we’re working on making sure that we’re updating you more regularly, especially when it comes to appointments for repairs.

We also know that some of our contractors sometimes get that wrong too and we are working with them to make sure they know what you expect from them as well.

Here are some changes we have made as a result of lessons learned from complaints:

  • We agreed that any decant would include an impact assessment before the move to a new home happens. We can then assess exactly what a tenant needs before they move out and when they move back in, so that we can get the support levels right
  • Changed our phone options and made them shorter, so tenants can reach the right team, as soon as possible
  • Working more closely with our key repairs contractors to make sure that they are contacting tenants directly and communicating better when they are working on your home

There is more we can do, and we are continuing to identify changes we can make, through the feedback you give us.

To find out more about complaints we have recieved over the last 12 months check out the Sspring 2022 issue of Havebury News.

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