Complaints process made simpler

We’ve changed how we handle complaints, so you now get a quicker response when you tell us you think we’ve got things wrong.

In May, we moved from a four-stage to a two-stage complaints process. It’s part of our commitment to put things right when we’ve made a mistake and doing so as quickly as possible.

This change will help us meet our Customer Promise and mean we deliver a better, faster response if ever you aren’t happy with our service. It will make dealing with us easier for you.

We aim to resolve 85% of complaints within a week, and 95% within two weeks.

Stage 1

If you need to complain, the person you contact will take responsibility for trying to resolve your complaint there and then. If they can’t help – perhaps because it doesn’t relate to their part of the business – they’ll pass it to the right team immediately to resolve.

If you’re not happy with the resolution we offer you at this stage, you have the right to ask us to reconsider your complaint.

In that case, our Customer Relations team would step in. They also handle some more complex cases from the start – you’ll be told if this means yours.

They’ll check whether anything more can be done at this stage or whether your complaint should be escalated to stage two of our process. If we say we can’t do any more for you, you have the right to go to the Housing Ombudsman, if you want to.

Stage 2

If we take your complaint to stage 2, a senior manager from the business area will review what’s happened and come back to you directly.

“We want to deliver better solutions for our customers – and faster,” says Ashley Bryant, Customer Services Director. “We also want to learn lessons from our mistakes, so that we can really focus on solving the root causes of resident dissatisfaction.”

Of course, we hope you’ll never need to make a complaint, but if you do, please be assured we’ll do our best to put things right.