We want to provide affordable, quality homes and deliver great services in safe communities, but sometimes we get things wrong.
We welcome opportunities to learn where things haven't gone right and how we can improve your experience with us, correct our mistakes and avoid them happening again in the future. To do this, we encourage you to raise your concerns with us, as we aim to encourage a positive complaints culture.
We aim to deal with all complaints effectively and sensitively, within set response times, working with customers to understand where we can improve. We are committed to equality and will treat everyone with honesty, respect and trust, and consider the different needs of people wishing to make a complaint to us.
What is a complaint?
A complaint is when you express dissatisfaction with the service you have received from Community Housing. This might include situations where:
What is a service request?
A service request is when you ask for something to be done, such as:
Service requests are part of the regular services that Community Housing offers and are not typically treated as complaints unless there is a failure in service. If your service request isn't handled properly or within a reasonable time, you may then have grounds to escalate the matter into a formal complaint.
Why does it matter?
Knowing the difference between a complaint and a service request helps in communicating your needs effectively. If you are dissatisfied with the service you receive, making a formal complaint ensures that the issue is recorded and dealt with according to the Housing Ombudsman's guidelines. This process helps protect your rights as a resident and encourages better service from your housing provider.
If you're ever unsure whether your issue is a complaint or a service request, our teams should be able to clarify and guide you through the appropriate process. Remember, the goal is to ensure your home is safe, comfortable, and well-maintained - your voice is key to making that happen.
We want to make it easy for you to share your concerns with us. You can make a complaint through our website, social media, email, phone, online portal or in person to any of our colleagues.
If you're unable to make the complaint yourself, someone else can do it for you - like a family member or support agency - we just need your permission first, which you can give by completing an Authority to Act form.
For group complaints affecting multiple residents, we'll work with one nominated person who will act on everyone's behalf.
You don't need to use the word "complaint" - if you're unhappy with our service, we'll treat your feedback seriously regardless of how you phrase it. When you share feedback through our surveys, our team will contact you to discuss whether you'd like to pursue your concerns as a formal complaint.
When we receive your complaint, our Customer Insight Team will:
We're committed to making our complaints process accessible to everyone. If you need any support or adjustments to help you make a complaint, please let us know and we'll do our best to accommodate your needs.
We will deal with complaints through our Complaints Procedure, which follows guidelines set by the Housing Ombudsman - the regulatory body for customers who are dissatisfied with services from their landlord.
There are 2 formal stages to our procedure, to which customers receive a unique reference number for each stage.
Stage 1
All complaints will be acknowledged within 5 working days of these being received (please note submissions sent after 4pm will be processed from the next working day).
Complaints will be investigated by our Customer Feedback Team and a formal response, including a proposed resolution, will be sent to the customer within 10 working days of the acknowledgement of the complaint.
If the customer remains dissatisfied with the outcome of the investigation, they can request that the complaint is reviewed independently, within 20 working days of the Stage 1 response being received.
Stage 2
Your reasons for escalating to Stage 2 will be acknowledged by the Customer Feedback Team within 5 working days of you doing so (please note submissions sent after 4pm will be processed from the next working day).
A member of our Leadership team who has not been involved in the complaint will review the Stage 1 response as well as undertake a revised investigation. They will then propose a resolution and a formal response confirming the outcome of the review will be sent to the customer within 20 working days.
Instances where we need more time
Occasionally there may be instances where our Customer Feedback Team require more time to investigate a complaint and provide the best response that they can. If this is required, they will contact you by the response date for your complaint and advise what extension is required and why. This is in-line with our Complaints policy and the Housing Ombudsman's Complaint Handling Code, which states that a Stage 1 response can be extended by 10 working days and a Stage 2 response by 20 working days, provided a reason is given.
If the customer remains dissatisfied, they can refer their complaint to the Housing Ombudsman Service for review.
The Ombudsman Service provides help and support and can be contacted at any stage of the complaints process for advice and guidance, and are contactable on 0300 111 3000.
As part of the Housing Ombudsman Complaint Handling Code, there is a requirement for us to demonstrate we are compliant, by undertaking an annual self-assessment with customers, a copy of our most recent self-assessment can be found here Housing Ombudsman Self-Assessment Form and our Annual Report "Hearing Your Voice - Complaints, Compliments and Feedback Annual Report to Customers" can be viewed or downloaded here.
It's always good to hear when we have gone the extra mile or made a positive difference.
If you think we are doing something well or that our colleagues have given a great service, then please let us know. Compliments and comments help us to know what we're doing well and that our efforts are appreciated. All compliments will be passed directly to the people concerned.
You can use this form to Compliment us.
We regularly ask for your views and opinions in surveys, including telephone calls from a company called In-house Research who call you on our behalf. They may call at weekends or out of normal office hours.
Taking part is very important to us, it helps us monitor our services, evaluate our performance and identify areas for improvement. The results are also used for our Tenant Satisfaction Measures (TSM) reports, which we send to the Regulator of Social Housing each year. For more information, please visit Getting involved page.
Please be aware that you should never be asked for personal financial information. If you're unsure whether a call is genuine, you can ask for a contact number to call back. Alternatively, you can contact the Customer Service Centre on 0300 003 5454 and they will verify the information for you.
