Taking it further
If the matter is not resolved at the end of our complaints process, you can refer the matter to a local councillor or your MP, or you can wait 8 weeks and refer the matter to the Housing Ombudsman Service. The Ombudsman can be contacted on 0300 111 3000 or by email: firstname.lastname@example.org
What is – and what is not – a complaint?
A complaint is a statement of dissatisfaction about the service provided. For example, this may include where you feel:
- we have not met our legal or regulatory duties
- we have not followed our own policy (or the policy is unfair)
- we have provided a poor quality service
- a member of staff (or contractor) has behaved improperly.
Matters which will not be handled as complaints include:
- requests for service (e.g. reporting nuisance or ASB or reporting or chasing a repair). These issues may become complaints if we have not dealt with them properly
- where we are not responsible for delivering the service
- disputes over the terms of the tenancy agreement.
We will not normally consider complaints made more than three months after the event.
For more information, or a copy of our Complaints Policy, telephone 01494 480340 or email email@example.com