Compliments, Complaints

Saffron Housing Trust aims to provide the best possible service to you, our customer. To do so, we need your help.

Please tell us:

  • if you think we have done something particularly well (a compliment)
  • if you are dissatisfied with our services or staff (a complaint)
  • your suggestions for improving our services (a comment/suggestion)


Please take a moment to read our Customer Feedback Leaflet which offers advice and information about leaving us feedback, whether it is a compliment, a complaint or a comment/suggestion you would like to make. This leaflet includes a form which you can fill in online, you will then need to print it and returned to us.


Should you wish to pursue your comments or complaint further please see below;


How to make a complaint

We aim to provide excellent customer service and in doing so view complaints, suggestions and compliments as positive opportunities to improve our service. We do recognise that from time to time things can go wrong and if this happens, we want to resolve the problem as quickly as possible. We’ll also use this as an opportunity to identify areas where our service can be improved.

Before making a formal complaint, we would ask you tell us about the problem so we can try to resolve it. If we have not been able to resolve the initial feedback or complaint, our formal complaints process is set out below;


Step One

Please contact us, either in person, by phone, letter, social media, e-mail or by completing the customer feedback leaflet and explaining the problem. We will aim to complete an investigation and provide you with a full written response within 10 working days.


Step Two

If you remain unhappy with our response, you may ask for your complaint to be reviewed. This will be undertaken by the responsible Director who will consider the case and aim to provide you with a full written response within 10 working days.


Step Three

Should you remain dissatisfied with the outcome you may request that the case is reviewed by Saffron’s Review Panel. The Review Panel will be made up of 1 member of the Executive Team plus 2 non-executive Directors. The Executive member should not be responsible for the department complained about and should not have been involved in the complaint so far. You will have the opportunity to attend and speak at the Panel meeting and will be supplied with all the relevant papers prepared for the meeting 5 working days in advance. You may also provide information for the Panel to review. The result of the Panel meeting will be confirmed to you in writing, usually within 5 days of the meeting.

On occasions the Chief Executive may need to deal with complaints outside the above procedure, but this will be communicated clearly to you.


Step Four

If you are still not satisfied with our response and wish to pursue the matter you may decide to take any of the following steps;


  • If the landlord cannot put things right, the next step is to contact an MP, a

local councillor or tenant panel – these are the three types of designated



  • Designated persons are there to help to resolve disputes between tenants

and their landlords. They can do this in whatever way they think is most likely

to work.


  • If the designated person cannot help they can refer a complaint to the



  • Complaints to the Ombudsman do not have to be referred by a designated

person, but if they are not there must be at least 8 weeks from the end of the

landlord’s complaint process before the Ombudsman can consider the case.



See below for further information on how to contact your designated person.


Local Councillor


Housing Ombudsman

Exchange Tower
Harbour Exchange Square
E14 9GE


Tel 0300 111 3000 Fax 020 7831 1942 Email

Please note: The Ombudsman will only deal with your complaint if you have completed our complaints procedure first.


Click here for more information: Still not Satisfied


Alternatively you can email requesting a form which you can fill out with your comments and return to us by freepost.

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