Service requests and complaints

We’ll acknowledge your Stage 2 case within five working days.

We’ll investigate the reasons that you are not satisfied with your Stage 1 response. We will also look for any works that are outstanding.

We will provide and full and final response at Stage 2 within ten working days of acknowledgement. Some complaints are more complex and may need a longer investigation to allow us to respond to your issue fully. If this is the case, we’ll let you know why this is and explain when you can expect a response from us.

We’ll always try to contact you to discuss your outcome with you.

Once we have provided a response, our Aftercare team will handle any repairs or actions that need completing as a result of your complaint.

If you still feel unhappy with decision at Stage 2, you can refer your complaint to the Housing Ombudsman Service within 30 days of receiving your outcome.

There are some things which we don’t investigate as part of our complaints procedure:

• If you’re complaining about something which happened more than 12 months ago
• If you’re raising antisocial behaviour with us for the first time
• If you’re raising a repair, problem with a service, or a request for information with us for the first time
• If your issue is being treated as a disrepair case and legal action has begun
• If you’re disputing the level of service charge – this has to be dealt with through the court system
• Damage to personal belongings more than £5,000 is dealt with in line with our insurance procedures
• If you have already had matters determined under the complaints policy or another policy appeal process (e.g., Housing Ombudsman decision)
• If you have already raised the complaint with us and your issue has been through our full complaints process.

There may be occasions when we don’t accept a complaint in line with our policy. If this happens, we will always explain our reasons to you and you can refer this decision to the Housing Ombudsman Service.