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:
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.