Make a complaint
We do our best to give you a good service, but sometimes things go wrong.
We may not always know when this happens, so please do tell us – then we can try to put things right. We take all complaints about our service seriously, because they make it clear to us where we need to improve.
Our complaints procedure deals with problems such as:
- if you are not satisfied with any aspect of our service
- if we have failed to follow our own policies or procedures
- if we have failed to do a repair within a reasonable time
- if you believe we have discriminated against you
- if you have had a problem with any of our staff
What’s not covered
The procedure does not normally deal with:
- appeals against decisions made under our lettings policy
- everyday matters such as chasing a repair request
- complaints by one tenant about another tenant
- claims for compensation
- insurance claims
- situations where you are currently taking legal action against us
We do our best to deal with your complaint promptly and fairly. We let you know who is dealing with your problem, and what action we are taking to sort it out. If you make a complaint, it is kept strictly confidential. We make sure we have all the facts we need to investigate the problem fairly and we have a set procedure for you to follow. It speeds things up if you follow our procedure. We also value positive feedback when we do something well and particularly where a member of staff has gone the extra mile in providing good services to you.
Who can complain to us?
When should I make a formal complaint?
How do I make a complaint?
Please contact us to make a complaint online or for our leaflet with full details on our complaints procedure.
Housing Ombudsman Service
If upon completion of our complaints procedure you remain dissatisfied, you may take your problem to the Housing Ombudsman. The Ombudsman checks that you have taken your complaint through all the stages of our complaints procedure before they accept your complaint. If it looks like we have done something wrong, the Ombudsman decides what needs to be done to put things right.
Housing Ombudsman Service
PO Box 152
Liverpool L33 7WQ
Tel: 0300 111 3000 (9.15am to 5.15pm, Monday to Friday)
Email: [email protected]
Where else can I get help?
Your local MP or councillor may be able to help you. You can also get independent advice from a solicitor, a Citizens’ Advice Bureau, law centre or housing aid and advice centre.
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