If you make a formal complaint we will carry out a formal investigation and give you an official response. We have a three stage process.
Stage 1: manager level
Your complaint will be acknowledged within three working days and dealt with by a manager. We’ll tell you who’s dealing with it. If your complaint is about a member of staff, their manager will deal with it.
The manager will:
- investigate the matter to find out what happened and why
- contact you if they need more information
- send you a full reply within 10 working days (or if we can’t reply within this time, we will tell you when we expect to do so)
If we uphold your complaint, we’ll offer you an apology, and compensation or other redress as appropriate.
Stage 2: senior manager level
If you’re dissatisfied with our response, you can take your complaint to stage 2. You can do this by email, letter or use our complaint form. You must do so within three weeks of our reply at stage 1, telling us why you’re still dissatisfied.
When you’ve done this, we’ll acknowledge your complaint and pass it to the relevant senior manager, who will investigate afresh. As with stage 1, you should receive a written response within 10 working days.
Stage 3: complaints panel
If you’re dissatisfied with the response at stage 2, you can progress your complaint to the final stage of our complaints procedure. You can do this by emailing us, sending a complaint form or writing to us.You must do so within three weeks of our reply at stage 2.
We’ll set up a complaints panel of three people to hear your complaint: two board members, including a tenant representative, and a director.We’ll tell you the date and time of the hearing and you can ask to meet the panel in person to give your views. The chair of the panel will write to you within a week of the hearing to tell you the outcome. We aim to complete stage 3 within six weeks of receiving your complaint at this level.
You can get help and advice from a local Citizens Advice Bureau.
If you need help with the formal complaints process, contact us.