Catalyst Communities aims to provide good quality housing and services. If we have not performed as well as you would like us to, it is important that you tell us. This page explains how to make a complaint, and the steps we will take to resolve the problem.

On-line complaints form

Making a complaint

Catalyst Communities aims to provide good quality housing, services and amenities. Despite our best efforts and intentions things can go wrong. Our complaints procedure is there for when you feel we have not achieved the high standards to which we are committed.

A complaint is a report to us about poor service. It may include:

• Unhelpful behaviour or unfair treatment by staff or contractors.
• Delays or failure to provide a service.
• Failure to achieve our published standards.
• Dissatisfaction with our policies and procedures.

Our complaints procedure is open to everyone who receives or requests a service from Catalyst Communities, including tenants, leaseholders, housing applicants, neighbours of our properties, and staff from other businesses that we deal with.

How do I complain?

We would prefer you to put you complaint in writing as this helps us to understand your grievance and to deal with your complaint quickly and effectively. To make this easier we have developed an on-line complaints form.

Other methods of making your complaint include:

• completing a complaints form available from all local offices
• in person at your local office
• over the telephone
• by using our on-line form

If you complain in person or by telephone a complaints form will be completed on your behalf and you will be sent a copy.

Who do I complain to?

There are three stages in Catalyst Communities' complaints procedure.

Stage 1 - Manager level

In the first instance your complaint will be passed to the appropriate manager for investigation and response.

More information about stage 1.

Stage 2 - Senior manager level

If you are not satisfied with the response to your complaint after stage 1, you can go to stage 2 of our complaints procedure by emailing a complaint, writing to us or submitting a complaint form.

More information about stage 2.

Stage 3 - Complaints Panel

If you are not satisfied with the response from the senior manager you can go to stage 3 of our complaints procedure by emailing a complaint, writing to us or submitting a complaint form. At this stage the Managing Director will set up a Complaints Panel.

More information about stage 3.

Housing Ombudsman Service

If you are a tenant or leaseholder and you are still dissatisfied after stage 3, you can contact the Housing Ombudsman Service on 0845 7125 973.

The Ombudsman will not usually investigate a complaint unless our complaints procedure has been completed.

On-line complaints form

For more information on complaints please download our leaflet below.

 Complaints (354KB / 12 pages)