Updating our complaints procedure

Recently we updated our complaints procedure (in line with the Housing Ombudsman) and have carried out a self-assessment form to show where we comply with the complaints handling code.

Our complaints process has two formal stages (after the informal stage).

The key changes we have made to the process are:

• Stage one of the complaint process is now dealt with in 10 working days from receipt of the complaint (we do still acknowledge within 2 working days). If we can't respond within 10 working days, we will not exceed another 10 working days.
• Stage two of the complaint process is now dealt with in 20 working days from receipt of the complaint. We will acknowledge the complaint with 2 working days and if we can't respond within 20 working days, we will not exceed another 10 working days.

If you have made a formal complaint and are unhappy with our final outcome at the end of our complaints process, you can also escalate your complaint to the Housing Ombudsman - this is completely free of charge. If you would like to talk to the Ombudsman about your complaint before it's escalated, you can also discuss this with them at any point.

To find out about our complaints process in more detail, please click here.