We are sorry to hear you want to make a complaint, however we welcome all feedback from our customers and use this to improve services.
We will listen to your concerns and investigate them fully. The investigation will decide whether your complaint has been upheld (meaning we accept we are at fault) or partially upheld (meaning we accept we are partially at fault). Where this happens, we will try to put things right as soon as possible.
Stage 1 - We will acknowledge your complaint within 3 working days. An officer from the service you have directed your complaint to will investigate and provide a full response to your concerns within 10 working days.
Final stage - If you're not satisfied with the initial response, you may request a further review of your complaint. This will be done by a senior manager or the relevant Head of Service. In some cases, we may decide that the final stage investigation must be undertaken by a senior manager from another service area. We will respond to you within 20 days.
If you want to report a problem or make a complaint, see tell us if you're unhappy with something. You can also contact us or speak to your neighbourhood officer.
We hope that we can sort out your problem, but if you have followed our complaints process and you're still not happy, please contact the Housing Ombudsman by:
- email at firstname.lastname@example.org
- using their online complaint form
- phone on 0300 111 3000 (9:15am to 5:15pm, Monday to Friday)