How your complaint will be managed
Steps taken for a Stage 1 complaint
Your complaint at stage 1 will be investigated and dealt with by the service team where the complaint originates. Some responses may come from our suppliers or partners.
Once your complaint has been recorded, a full written response is due within 10 working days of acknowledgement.
Steps taken for a Stage 2 complaint
If you are not satisfied with your Stage 1 response, you can escalate to Stage 2 by writing to us and explaining why.
If your complaint is recorded at Stage 2, a senior member of staff will investigate and respond within 20 working days. If your complaint is not recorded at Stage 2, the team will write to you and explain why.
Information to gather before submitting your formal housing complaint
Before you fill in the complaints form, please make sure you have as much information and details to help us assess your complaint. We will ask you to provide as much of the following information as possible:
- what we did wrong and when
- what should have happened in your opinion
- what policy or procedure has not been followed and why (if known)
- how we can put it right
- and any other outcomes you are wanting.