Letting us know if things go wrong

That’s why we have a complaint process in place so that you can tell us if there is something you are unhappy with and we can put it right.

Recently the Housing Ombudsman (an independent public body that looks at complaints within the social housing sector) introduced a new code to ensure all complaints are handled effectively and fairly. This code will help make sure tenants and leaseholders receive the best possible service if things do go wrong.

Using the new code as a guideline, we looked at areas of our service where we needed to make changes, you can read more about our self-assessment online. We then carried out important improvements including making sure all complaints are recorded properly and training staff to deal with housing related complaints. These changes will help us to deal with issues effectively and ensure we learn from complaints so that mistakes aren’t repeated. We’ve also put plans in place to introduce quarterly reports so residents can see how we are performing on complaints.

We strive to deliver an excellent service and we hope you never have reason to be unhappy but if you do need to submit a complaint you can do this by completing our online form, sending an email or by calling us on 023 8083 3000. We will aim to respond to your complaint within ten working days, however our corporate scheme allows twenty working days. When this is not possible we will contact you to explain why and give you an estimate on when you can expect a response.

If you are not satisfied with our response to a complaint you can either escalate the complaint to our Complaints Resolution Team or have the complaint reviewed by the Tenant Scrutiny Panel. If you remain dissatisfied, you can then complain to the Housing Ombudsman who will investigate your complaint independently. You can also contact the Housing Ombudsman for advice at any point of the complaint procedure.