A complaint is an expression of dissatisfaction about the standard of service you have received. If you would like to make a complaint, please complete this form.
We have worked with our customers to look at our complaints procedure to ensure the good practice recommendations from the Housing Ombudsman are embedded in the way we manage your complaint.
Below we have included important information about our complaints procedure.
A complaint is an expression of dissatisfaction by one or more members of the public about our actions or lack of action, or about the standard of service provided by us or on our behalf.
A complaint can be made about:
The complaint procedure is not for:
This list is not exhaustive.
You must raise your complaint within six months of when you first knew of the problem, unless there are special circumstance for considering your complaint beyond this time.
We value all complaints, including anonymous complaints, and will take action to consider them further wherever this is appropriate. If we are unable to accept your complaint, we will let you know the reasons why and direct you to the appropriate procedures
When you let us know that you have had a problem with our service, our priority is to ‘Put It Right’ for you. If the person taking the complaint can ‘Put It Right’ for you within 24 hours, we will consider your complaint as resolve
If we are unable to resolve the complaint within 24 hours, we will open a Stage 1 complaint in the first instance.
We have the following service standards in place at this stage:
If you are not satisfied with our Stage 1 response, you can ask us to review the outcome.
Once the complaints process has been exhausted (closed at stage 2), if you are not happy with the outcome, the following options are available to you:
You may contact a designated person. This can be a Member of Parliament, a local councillor, or our Independent Complaints Panel, which we have registered with the Housing Ombudsman as a designated person.
The designated person does not have powers to enforce changes, but can mediate and suggest resolutions. The designated person may try to resolve the complaint, or pass it straight to the Housing Ombudsman.
If you remain unhappy with the outcome following the involvement of a designated person, you can contact the Housing Ombudsman.
Alternatively, if you wish to contact the Housing Ombudsman without approaching a designated person, you will need to wait eight weeks after you have exhausted our internal complaint process (closed at the ‘review it’ stage) to do so. The Housing Ombudsman will also only consider the matter if you have contacted them within 12 months of your original complaint.
The Housing Ombudsman can be contacted using the following methods:
Telephone: 0300 111 3000
Housing Ombudsman Service,
PO Box 152,
If you are a freehold homeowner, or in some cases a leaseholder, you may not be able to access the Housing Ombudsman. Please click here for our Freehold Homeowner and Leaseholder Complaints page for more information such as details of separate appeals processes.
There may be occasions where, if we feel there has been a failure in our service, we may consider awarding compensation. We will follow our Compensation Procedure in such situations.
Dependent upon the level of compensation awarded, you may be asked to sign a disclaimer agreeing to the amount as full and final settlement of the matter.
Any unreasonable complainant behaviour will be addressed in line with our Unreasonable Actions / Behaviour Policy.
We are committed to learning from the feedback we receive from customers. If learning is identified from a complaint at any level, this is recorded internally. We work with those teams and contractors concerned to identify how we will implement the changes needed to learn from the complaint, and we will monitor this to ensure the service has improved.
We analyse all complaints received and produce an internal complaints and compliments report every month for all Living Plus management and main contractors. We also produce and publish annual customer reports which contain the key facts regarding complaints received and completed.
You can download a copy of our complaints handling procedure.