Making a Complaint

Of course, we hope our customers won’t need to make a complaint – but if you do, we want to hear from you. We see complaints as an opportunity to review and improve our services. Our complaints process aims to make sure we handle any complaints promptly and with a focus on putting things right.

Making a complaint

We aim to make this as easy as possible. You can complain:

What we will do

  • we will log your complaint
  • if we can’t resolve your issue ‘on the spot’, we will acknowledge your complaint and ask a manager to investigate
  • we will write/email you within 10 working days, letting you know the outcome, any action we propose to take and the timescales involved
  • where it is not possible to respond within 10 days, we will provide an explanation and a date by when you will receive a response. This date will not exceed a further 10 days, without good reason
  • we will keep you informed through the process
  • if we have got things wrong, we will apologise and identify how we can improve things to stop the issue happening again.

If you are still dissatisfied

We hope that most complaints will be sorted out by this stage, but if you are dissatisfied with the outcome:

  • you can request an appeal panel hearing which we will set up within 15 working days of your request 
  • at the hearing, you will be able to explain your complaint to the panel. You can bring along a friend or family member
  • we will write to you to let you know the appeal outcome within five working days of the appeal panel hearing
  • where it is not possible to respond within five days, we will provide an explanation and a date by when you will receive a response. This date will not exceed a further 10 days, without good reason.

Taking it further

If the matter is not resolved at the end of our complaints process, you can refer the matter to the Housing Ombudsman Service. You can also contact the Ombudsman at any stage for advice about your complaint. The Ombudsman can be contacted on 0300 111 3000 or by email:

What is – and what is not – a complaint?
The Association has adopted the Housing Ombudsman definition of a complaint – ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident, or group of residents’.

Matters which will be handled as complaints include where a customer believes:

  • 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
  • a decision is unfair and we have not considered all the relevant facts
  • we have unfairly discriminated against them.

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 six months after the event came to light.

The Housing Ombudsman’s Complaint Handling Code

In 2020, the Ombudsman published a new Code, with the aim of helping landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to improve their services. We carried out a self-assessment against the Code and, as a result, made some changes to our policy and process and identified some further changes we need to make. Please follow the link if you are interested to see the outcome of our Self-assessment against the Code.

For more information

Please telephone 01494 480340 or email .  Please follow the link to see a copy of our Complaints Policy & Process.