What’s changing with our complaint process?
We regularly review our complaint process to make sure we follow the Housing Ombudsman's requirements and provide you with the best service. We recently found ways to improve how quickly we respond during stage two of our complaint process*, helping you to get a resolution faster.
What stage two used to involve
We used to arrange appeal panels chaired by a Director, Head of Service, or Senior Manager and attended by a second impartial employee who hadn’t been involved in the complaint. Customers were invited to the appeal panel in person or online, but this process and associated administrative tasks often delayed the complaint’s progress, and the time it took for us to respond to you.
When reviewing our complaint process and comparing it to our peers, we found that most housing associations don’t use panels or hold meetings with customers at this stage. Instead, they make efforts to discuss further over the phone. So, we decided to simplify what we do to improve the process for customers.
What’s new with stage two
- Complaints are now reviewed at stage two by one person, such as the Head of Service for the subject area.
- This change means that a panel meeting won't be needed. Instead, the person reviewing the complaint will contact you to consider your reason for escalating it.
- The person considering your complaint at stage two won’t be the same person who considered it at stage one.
- As part of their stage two review, they’ll make reasonable efforts to understand why you’re still unhappy. This may include contacting you to learn more about your outstanding concerns and the outcome you’re looking for.
Tell us what you think
We’re always looking to improve and want to hear your feedback about the changes we’ve made to stage two. Click the link to complete our short survey.
For more information about our complaints process, read our guide to making a complaint and giving feedback or visit the complaints page on our website.
*Please note: If we manage your home on behalf of another landlord (for example, Legal & General Affordable Homes), the process for stage two complaints may differ. Contact us for more information.