Complaints handling
Read our self-assessment against the Housing Ombudsman's code and our Complaint Performance and Service Improvement Annual Report 2024-25
You can find out about our complaints process here.
How our complaints process works
We want to put things right when something goes wrong. If you are unhappy with a service we have provided, you can make a complaint by contacting us via phone, email, letter, the My Sage Home portal, or our website.
Stage 1
Once we receive your complaint, we will acknowledge your complaint within 5 working days, investigate what has happened and provide a full written response within 10 working days. If we need more time, we will explain why and agree an extension with you.
Stage 2
If you remain unhappy after our Stage 1 response, you can ask us to review your complaint at Stage 2. At this stage a different colleague will review your complaint and we will provide a full written response within 20 working days. If more time is required, we will contact you to explain the reason and agree a new timescale.
After Stage 2
If you are still dissatisfied, you can contact the Housing Ombudsman Service for an independent review. You can also approach the Ombudsman at any time for advice. There are three easy ways to get in touch:
- Online: https://www.housing-ombudsman.org.uk/landlords-info/telling-residents-about-our-service/
- Call: 0300 111 3000
- Post: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Accessibility
We can provide translations of our documents, policies and procedures. We can also make them available in other formats, including braille and large print. If you'd like more information about this, please let us know.