You can make a complaint in a number of ways:
- Email - email@example.com
- Telephone - 01508 532000
- Online – via our website form by clicking here
- Social Media - Facebook, Twitter, Instagram, and LinkedIn.
- Talk to one of us in person
- Letter - Saffron Barn, Swan Lane, Long Stratton, NR15 2XP
The Housing Ombudsman Service (HOS), a free, independent and impartial service who are set up by law to look at complaints about housing organisations, can also be contacted at any time for advice, whether you have an open complaint or not. To visit the HOS website click here.
What to expect
We can receive a service feedback request in the following ways:
- Social media
We will offer a rapid resolution where we can resolve issues “there and then”. Even if we resolve your concerns at this early stage with just a few convenient and timely actions, we will capture your feedback so we can learn and improve our services.
For more complex cases it is more appropriate that they are investigated at stage 1 of our complaint procedure. If we can’t find a rapid resolution we will escalate your concerns to stage 1.
Our independent Complaints Team will investigate and respond to your concerns in writing. In normal circumstances we will respond to your complaint within 10 working days from the date the complaint is raised.
If you do not think we have resolved your complaint at stage 1 it can be escalated to stage 2. A senior manager will review the complaint and respond to you in writing. An independent director will always review any stage 2 response before it is issued.
Housing Ombudsman Service
If you remain unhappy with our handling of your complaint it can be referred to the Housing Ombudsman Service for their review and adjudication. You can do this as soon as we have sent you a complaint closure letter; the HOS can be contacted at any time for advice.
How we deal with complaints
Every year, or when we make any changes to our complaints procedure, we are required to complete and publish a Self-Assessment against the Housing Ombudsman's Code of Conduct.
Click here for our most recent self-assessment completed in October 2022.
We want to make the complaint process easy to access and hassle free. That is why our staff are trained emphasising the key principles of good complaint handling; to make sure we capture feedback consistently and most importantly, to demonstrate that we are learning from complaints.
We always like to hear from tenants and gaining their feedback allows us to see where we are doing things well or perhaps where we can improve.
We have some feedback from complaints we have received and the actions we have taken as a result.Find out more
Here are the average number of working days we have taken to respond to all complaints.
Our target is to respond within 10 working days.
January to March 2022
April to June 2022
July to September 2022
October to December 2022