You can make a complaint by:
- Completing our online form by clicking here
- Calling us on 01508 532000
- Writing to: Saffron Barn, Swan Lane, Long Stratton, NR15 2XP
- Speaking to one of our colleagues in person.
The Housing Ombudsman is a free, independent, impartial service set up by law to look at complaints about housing organisations. You can contact them at any time for advice, whether you have an open complaint or not. To visit their website click here.
We also support the government’s #MakeThingsRight campaign. To learn more about your rights, visit their website.
What to expect
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Stage 1
Our Complaints & Feedback team will investigate and respond to your complaint in 10 working days.
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Stage 2
If you're not happy with our first response, you can request a review at Stage 2. The review will be carried out by a manager who has not previously been involved with the complaint. We'll aim to complete our review and respond to you within 20 working days.
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Housing Ombudsman Service
If you're still dissatisfied after you've been through our complaints process, you can contact the Housing Ombudsman. Complete their online complaint form, email info@housing-ombudsman.org.uk, call 0300 111 3000 or write to Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET.
If you need the above information in a different format such as an accessible PDF or braille, email info@saffronhousing.co.uk or call 01508 532000..
We also offer INTRAN, which provides interpreting and translation services for people who are deaf, hard of hearing or who do not have English as a first language. To arrange support with INTRAN please contact a member of the Customer Contact Team on 01508 532000 or at info@saffronhousing.co.uk. Find out more by clicking here.