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Our Complaints Policy and process
Our Complaints Policy follows the guidance in the Housing Ombudsman Complaint Handling Code and provides our colleagues and residents with clear timescales for acknowledging and responding to complaints.
Our timescales for complaints for our two-stage Complaints Policy are as follows:
Log and acknowledge – within five working days
Issue Stage 1 response – within 10 working days** of the complaint being acknowledged
Escalate the complaint to Stage 2 – within five days of a request
Issue a Stage 2 response – within 20 working days* of the complaint being acknowledged .
**Occasionally, we may need to extend the time to provide a comprehensive complaint response. If this is necessary, we’ll let you know the revised response timescale.
The person who’s made the complaint can take it straight to the Housing Ombudsman once it’s been through our internal complaints process. (Please note the Housing Ombudsman won’t be able to consider requests from freeholders.)
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