What is considered a complaint?

What is considered a complaint?

We aim to provide the best service possible, but if something isn’t right, we want to fix it.

We follow the Housing Ombudsman’s Complaint Handling Code, which separates:

• Service requests – First-time reports of issues needing action.

• Complaints – When we fail to resolve an issue despite being aware of it.

If you contact us for the first time about something that isn’t working properly in your home, or is affecting your ability to live in your home peacefully, we’ll manage this as a service request. We’ll either get your issue fixed or support you to address the issue.

We’ll do this by raising a request for action to be taken via our case management system.

If you contact us because we’ve repeatedly let you down by not delivering the level of service we said we would, and getting your issue fixed, we’ll manage this as a complaint.