If, after Stage 2, you’re still unhappy with our response, you can escalate the matter to the Housing Ombudsman Service. The Housing Ombudsman is set up by law to look at complaints about housing organisations registered with them. Their service is free, independent and impartial.
Anyone who’s affected by our services can make a complaint. If you ask someone to make a complaint on your behalf, we’ll ask you to formally authorise it for the security of your personal information.
When we say a complaint has been resolved it doesn’t mean we’ve closed it. It means we’ve spoken to you to understand your complaint fully, and told you how we’re going to resolve it.
If any work is required, or follow up discussions are needed, these will be scheduled in and we’ll agreed a date with you to review again before your case is closed.
All of this will be confirmed to you, either by email or letter, which will act as our contract with you. It means we’re keeping you informed about what we’re doing and when.
Our aim is to deal with comments, suggestions, complaints or general contacts in an open, fair and impartial way. Staff will respond professionally and sympathetically, and will work positively with you to resolve issues and explain the reason for their outcome.
There’ll be occasions when there’s nothing further that can reasonably be done to resolve a perceived problem. We recognise that this, or other distressing circumstances, can cause a resident to act out of character.
However, if a resident because of their actions and behaviour, or nature and frequency of their contacts with us, hinders theirs, or other people’s interactions with us, or delays our ability to investigate the complaint, we’ll consider such behaviour to be unreasonable.