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Complaints and Compliments

Complaints and Compliments

Got a complaint? We understand that things can sometimes go wrong. If you are unhappy with the service that you have received from us, please let us know. We can then try to put things right and improve our services in the future.

An example of a complaint might be if you think we have:

  • Done something wrong
  • Failed to do something we should have done
  • Given you the wrong information
  • Treated you unfairly

What is not a complaint?

The following are examples that are not considered as a complaint and should be dealt with by the relevant teams:

  • A request for service such as a repair*
  • Repairs that are partially/not fully completed, but within our completion timescales
  • Cases of harassment or anti-social behaviour (ASB)*
  • Services that are non-Havebury related such as bins, council tax, planning and street lights

* Repairs and ASB may be reported by calling 0300 33 00 900

What will happen when I complain?

Our complaints procedure has two internal stages and an independent appeal stage, however we aim to resolve your complaint at the earliest possible opportunity so you do not have to continue through the whole process.

Stage 1 – Your complaint will be acknowledged and you will receive a full response within 10 working days.

Stage 2 – You can choose to appeal the State 1 response within 28 days, this will be referred to a Havebury Director for review. They will respond within 10 working days of the Stage 2 acknowledgement.

Independent appeal – If you remain dissatisfied after Stage 2 you can refer your complaint to a Designated person (an MP or a local councillor). A Designated Person can make recommendations to find a resolution, or may refer the complaint to the Housing Ombudsman. You can also do this direct, providing Havebury’s internal process is complete and eight weeks have passed since the complaint was closed.

Complaints or compliments?

By telephone 0300 33 00 900

By email feedback@havebury.com

In person or in writing:
Complaints department
Havebury House
Western Way
Bury St Edmunds
IP33 3SP

Or use our handy online form

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