Compliments, Complaints

Compliments, Complaints

Saffron Housing Trust aims to provide the best possible service to you, our customer. As part of this, we value your feedback.

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. The leaflet covers the process for making compliments, complaints and comments/suggestions. It also includes a form which you can fill in digitally then print out to return to us.

Has something gone wrong?

We understand that sometimes we don’t get it right and you may wish to take things further.

Before raising a formal complaint we would like the opportunity to discuss your problem with you and hopefully resolve it.
Please contact us through the Customer Contact Team by phone, email, or letter, stating that you’d like to discuss an issue before making a formal complaint.  

If we have still not been able to resolve things to your satisfaction after this, please follow the steps below for the formal complaint procedure.

Formal Complaint

Step One

When we receive a complaint, we will assign the responsible manager/team leader to carry out an investigation. The complainant will be informed of this action so they understand who is dealing with the issues they have raised at all times. This allows the complainant to follow the process and maximises the opportunities for the complainant to discuss their issues.

The investigation will include the production of written notes to capture information of any communication/actions that have taken place between the complainant and Saffron regarding the issue. We aim to complete any investigation within 10 working days and deliver a full written response to the complainant. Where this has not been possible, we will keep the complainant informed of the progress of their complaint. Communication may be by e-mail if we have the relevant details of the complainant.

The response will clearly outline the next stage of the complaints process if the complainant remains dissatisfied. If we receive no subsequent contact from the complainant within 21 days of the date of the response letter, we will close the complaint and consider it resolved. We will ensure this process is made clear to the complainant in the response letter.

Step Two

Should the complainant remain unhappy with our decision, they can ask for two Senior Managers to review their case. This request should be in writing. In cases where this is not possible, a request for a review must be clear, and Saffron will supply subsequent written confirmation upon receipt of the request.

The complainant will have the opportunity to speak with the allocated managers either on the telephone or in a meeting.

The Managers will consider all actions and correspondence relating to the complaint and will aim to make a full written response within 10 working days. During this process, the Managers will discuss the case with the relevant Executive Director to gain sign off of the decision. If we are not able to deliver a full response within 10 working days, we will keep the complainant informed.

The Stage 2 response is our final response and will clearly outline the next stage of the complaints process if the complainant remains dissatisfied. Once the stage 2 response has been sent the complaint will be closed.

Step Three

If you remain dissatisfied with this response you can ask the Housing Ombudsman Service to investigate how we dealt with the matter. To contact the Housing Ombudsman Service, you can ask one of the following to refer your complaint:

  • A Member of Parliament (MP)
  • A local Councillor
  • A tenant panel

You can also contact the Housing Ombudsman directly but please note that the Ombudsman will not be able to investigate your complaint until eight weeks from the date of this letter.

The contact details for the Housing Ombudsman Service are:

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