Complaints and Compliments Policy

Complaints and Compliments Policy Summary

We want it to be easy for people to tell us when we have done something well, when they are unhappy with a service, or when they think we could do better.  We use feedback to help us improve our services and make sure we are doing the best we can. We look at all complaints and compliments to help us learn and improve our services. This helps us provide a better experience for our customers in the future.

What this means for you:

• You can tell us if you are unhappy with a service or if you want to praise a member of staff

• You can contact us in different ways, including by phone, online, in writing, or in person

• We will treat everyone fairly and with respect

Stage 1 Complaint

• We will let you know we have received your complaint within 5 working days

• We aim to look into and reply to complaints within 10 working days

If you are unhappy with the outcome of your stage 1 complaint, you can ask for your complaint to be reviewed at Stage 2.

Stage 2 Complaint

• Complaint will be reviewed by a Head of Service, Assistant Director, or Director who was not involved in Stage 1

• We will let you know we have received your escalated complaint within 5 working days

• We aim to look into and reply to complaints within 20 working days

If we have made a mistake, we will apologise and work to put things right. In some cases, we may offer compensation if it is the right thing to do.

If you are still unhappy, you can ask the Housing Ombudsman Service to look at your complaint.