If you feel like we haven't lived up to our promises we'd like you to let us know. Get in touch if you think we;
- Haven't done what we said we could do
- Have done something you think we shouldn't have,
- We haven't followed our policies and procedures correctly, or
- You feel we haven't treated you well.
There's a couple of different ways to make a complaint, you can;
- Complete our online form by clicking here
- Call us on 01782 744533
- Email us at firstname.lastname@example.org
- Send a letter to 308 London Road, Stoke-on-Trent, ST4 5AB
- Speak to a member of staff
- Pop into the office and chat to our Customer Services team
We need as much information as possible about your
We prefer you to give us your name, address and contact details when you make a complaint, but you do not have to. We will deal with anonymous complaints, but if we don’t know who you are and can’t ask you for more information, we may not be able to take action.
- We will ask for your name, address and contact details although we are happy to deal with anonymous complaints if you prefer.
- We will also ask for as much information as available to make sure we can take the best action possible.
- Once this is received, we'll let you know how we're going to manage your complaint.
- We aim to resolve formal complaints within 10 working days but most complaints are resolved sooner than this. If you aren't satisfied with the response we can then forward this to our internal complaints process.
This is a two stage process for making sure we resolve your complaint.
Stage one - We'll reply to you within one working day. These complaints will be investigated at manager level. Where possible they'll try to resolve the complaint within 10 working days.
Stage two - We'll reply to you within one working day. These complaints will be investigated at director level. Where possible they'll try to resolve the complaint within 10 working days.
We're a member of the Housing Ombudsman Service.
If you're a resident and have used our complaints process and aren't satisfied with our response, then you can get in touch with the Housing Ombudsman Service.
They can also give advice and support before you make a complaint or while your complaint is being actioned.
Every year, we self-assess how we handle customer complaints. You can read this here.
During 2021-22 we received 96 formal complaints.
- 74 - repairs
- 16 - tenancy management
- 3 - estate services
- 2 - new homes
- 2 - customer service
- 93% were resolved at stage one
- 7% were resolved at stage two
- No complaints were referred to the Housing Ombudsman
Lessons learnt and resolutions
- One of the main complaints was poor communication between our new contractor’s contact centre and our customer services team.
- Although some disruption is expected when moving to a new contractor, our customer
communication didn’t meet our usual standards. To tackle this, we created a new project group to focus on performance and
- This is improving poor communication and customer satisfaction.
- We have now identified key contacts for customers and made sure customers were regularly updated and received the right
- We have completed refresher training with staff and increased the number of information
- We will use our complaints process scrutiny review findings to make recommendations and improvements.
- We will review the way customer complaints are handled through social media.
- We will improve the information we provide about the complaints service.
- We will review our complaints policy to reflect best practice and complete a self-assessment
using the Housing Ombudsman services' complaint handling code.