Right to Buy

Making a complaint

If you think we’ve done something wrong, we want you to let us know. We take every complaint seriously and we want to know your concerns so we can put things right and learn from our mistakes.

You can complain by any of these methods:

  • Talking to your support worker or any member of our staff
  • Calling us by phone
  • Writing to us
  • Visiting our office
  • Emailing
  • Filling in a form on our website
  • If you would like to send us your complaint on a form, please ask and we will send one to you by email or post.
You can complain about any aspect of our services or the way we have delivered them. For example, you can complain if:

  • We have not done what we said we would do, or if we have done something we shouldn’t have done
  • We have not followed our policies and procedures correctly
  • You feel we have not treated you well

If you are reporting someone else’s anti-social behaviour, bullying or harassment, please report it directly to your support worker. This is not counted as a complaint about Staffordshire Housing Association – it is a complaint about someone else. In these circumstances we will do whatever we can to resolve the situation and support you through it.

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.

As well as this we need as much information as possible on what you are complaining about.

If you need help with making your complaint, please ask and we will be happy to help.

“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 aim to resolve complaints within 10 working days of receiving them. However, if you are not satisfied with our response at this stage, there are three more stages we can go through in our internal complaints process.

Stage One
Within 24 working hours, we will let you know we have received your complaint and tell you which team or service manager is looking into it.

Our target time to respond to you is 10 working days.

Stage Two
If you are not satisfied with our stage one response, you can appeal to the director of the service you are complaining about.

If possible, please put your appeal in writing. If you need help to do this, call us on 01782 744533 and we will be happy to help.

We will acknowledge your appeal within 24 working hours of receiving it. Our target response time is 10 working days.

Stage Three
If you are not satisfied with the stage two response, you can ask us to refer your complaint to our Board of Management. We will let you know within 24 working hours that we have done this.

The Board will select a panel of members to investigate your complaint, and will aim to hold a personal hearing and respond to you within 20 working days.

Stage Four
If you are unhappy with the stage three outcome, you ask for an independent review outside the organisation.

If you are an SHA tenant or applicant for housing, you can refer you complaint to a designated person or the Housing Ombudsman Service. www.housing-ombudsman.org.uk/

When your complaint reaches this stage, we will tell you who you need to contact to take the matter further.