Giving us feedback

Giving us feedback

 

 

We aim to give every customer the best service we can and hearing what you think about our services, good or bad, is really important.

 

When you have contact with us you may receive a survey by text message or email giving you the chance to tell us how you rated your experience. Please take a few minutes to complete this as it will help us to understand what we are doing well and what we can improve upon straight away.

 

If you have a compliment or a complaint please let us know.

 

If you make a complaint, we will do everything we can to resolve it and you won’t be treated less favourably in the future.

 

If you’re a customer the easiest way to give us feedback is by responding to our surveys, using My Account or contacting us.

 

Contact us to give us feedback

How to give a compliment

If you’re happy with the services we provide we’d love to hear about it.

 

The easiest way to give us a compliment is through My Account or you can contact us.

 

You can also review us on Trustpilot so that others see what you think about our service.

 

Contact us

How we handle complaints

According to the Housing Ombudsman Code, the definition of a complaint is:

 

“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.”

 

We won’t normally consider complaints about a problem that happened more than a year before the complaint is made.

 

Read our complaints policy

We complete a self-assessment in on our complaint handling as required by the Housing Ombudsman.

Read our self assessment

When you make a complaint we will carry out an initial assessment to work out how to deal with it in accordance with our complaints procedure.

 

We aim to contact all customers registering a complaint within three working days. If we need to find out more before we can deal with your complaint this may take longer, but we will keep you informed about timescales.

 

A summary of our complaints procedure:

  • As part of our complaint investigation you may receive a visit or telephone call.
  • If your complaint is justified and upheld, we will clearly set out any action we propose to resolve the complaint.
  • We will aim to provide an outcome to new complaints within 10 working days (please allow postage time for this to be received). If customers feel further investigation is required and provide extra information, we will aim to provide an outcome to your complaint within 20 working days.
  • Sometimes complaints require a more detailed investigation and we may not be able to respond within our expected timeframe. If there is a delay in investigating your complaint, we will let you know and tell you when you should expect a response.
  • We aim to deal with your complaint ‘right first time’, however it is the responsibility of the complainant if dissatisfied with the outcome of the complaint investigation, to let us know within a reasonable time frame, including the facts to be considered that have been overlooked. This will be independently reviewed by our Feedback and Resolution Team and is the final stage of our complaints process.
  • We reserve the right to advise you that you have not provided any further information for us to review and will advise if you have exhausted our complaints process.

 

If you are still dissatisfied with the outcome of the independent review, you can refer your complaint to an independent designated person, either a local councillor, MP or a recognised tenant panel. They will determine whether to contact us on your behalf or refer your complaint to the Housing Ombudsman Service.

 

The Housing Ombudsman can be contacted direct. There must be at least eight weeks from the end of our complaint process before the Housing Ombudsman can consider your complaint.

 

The Housing Ombudsman Service contact details are:

 

Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ

 

0300 111 3000 (Lines are open Monday – Friday 09:15 – 17:15)

info@housing-ombudsman.org.uk

 

Visit the Housing Ombudsman

Acting on your feedback

When we receive feedback we always do everything we can to act on it.

 

Here are some recent examples of action we have taken based on your feedback:

  • Customers advised us that they wanted us to stop withholding our telephone number so that it doesn’t display when we call them – we have stopped doing this
  • Customers wanted the facility to leave our Customer Service Centre a telephone message – we have now introduced this feature.
Customer services