Housing complaints procedure

Housing complaints we can deal with

A housing complaint is a statement of dissatisfaction from a resident or group of residents about:

• the standard of our service
• actions (or lack of action) by us, our staff or those acting on our behalf

You do not have to use the word ‘complaint’ for it to be treated as one.

It is important that you report a complaint as soon as possible. We must receive it within 12 months of when the issue occurred or you became aware of it.

Housing complaints we cannot deal with

We will not consider a complaint about our housing service if it is any of the following:

• a query about our service
• a service request. If your enquiry relates to arranging a service or fixing an issue, such as a repair. Service requests are not complaints, but they are recorded and monitored. A service request can become a complaint if you express dissatisfaction with our response or the way your service request has been handled
• a survey response. If you are dissatisfied with a survey response, we will contact you to let you know how you can make a complaint, if you wish to do so
• an antisocial behaviour report
• an issue previously considered under the housing complaints procedure
• a legal proceeding which has already started. This is defined as details of the claim, such as the claim form and particulars of the claim, having been filed at court
• a complaint that is undergoing an internal appeal process
• an issue that happened over 12 months ago

Each complaint will be looked at on an individual basis. Discretion will be applied where there is good reason to do so.

We are unable to accept a complaint if it meets one or more of the above listed reasons. Our response will explain why the matter is not suitable for the housing complaints process and your right to take the decision to the Housing Ombudsman.