When we’ll treat your request for a complaint as a service request
We comply with the Housing Ombudsman’s Complaint Handling Code, which requires us to distinguish the difference between a service request (a request for us to manage a new issue brought to attention for the first time), and service failure (where we’ve failed to deliver a service satisfactorily, despite being aware of an issue).
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.
What would and wouldn’t be a service request?
Example 1
- A customer calls to complain about a leaky tap. We’ll manage this as a service request, and follow the appropriate steps to get the tap fixed by raising a works order for you. This won't be recorded or managed as a complaint.
When does it become a complaint?
It becomes a complaint when we’ve failed to fix the tap despite numerous visits.
Example 2
- A customer calls us to complain about a noisy neighbour. We’ll manage this as a service request by supporting the customer to report this as antisocial behaviour (ASB), and guiding them on the appropriate steps to address the issue. We’ll raise this as an ASB enquiry. This won't be recorded or managed as a complaint.
When does it become a complaint?
It will become a complaint when despite reports being made about antisocial behaviour, the customer feels that we’re not managing the case well, or we have failed to keep in contact with them.
Example 3
- A customer calls us to complain about a missed appointment. We’ll manage this as a service request by booking a new appointment at a time suitable for you. This won't be recorded or managed as a complaint.
When does it become a complaint?
It will become a complaint when we’ve failed to attend multiple appointments and the problem hasn’t been resolved.
Example 4
- A customer calls to query their service charge/rent or they have a query about the charges. We’ll manage this as a service request in the first instance, and will raise an enquiry to the service charge/rent team to respond to you.
When does it become a complaint?
It will become a complaint when we’ve failed to respond to you within the agreed period of time, and you haven’t received any communication.
Read more about our complaint process, the Housing Ombudsman and our complaints policy.