Complaints

Our approach to complaints, comments and compliments from residents

We welcome all kinds of feedback on our services, whether you are a tenant, a shared owner or a leaseholder, applying for a home with us, or affected by our work in any other way. If you have a complaint, our three-stage process gives you the opportunity to take things further if you are not happy with our initial response to your complaint. Comments and compliments from you help us to keep our service standards high, to know what areas we are doing well in and to know where services need to improve.

What we mean by complaints, comments and compliments

Your feedback to us could be a:

  • complaint – telling us that you are unhappy with our service, you wish to make a complaint, and you want a response
  • compliment – letting us know if we did something really well
  • comment – giving us your views, for example about how you think we could improve something.

What you can expect from our service

If you make a complaint, we will: focus on resolving your complaint in our 'early resolution step', apologise and put things right quickly when we have done something wrong and let you know within 5 working days what we plan to do.

What will happen if you are not satisfied after the 'early resolution step':

Stage 1

The service manager will:

  • Contact you within 3 working days to confirm we have received your complaint.
  • Send you a full response within 10 working days, or let you know when you will receive our response if we need more time to investigate the matter.

Stage 2

If you are not satisfied with our stage 1 response, you have 10 working days to tell us that you want to take things further. You will need to tell us what your outstanding issues are and what outcome you are looking for. You can choose to have the stage 1 response reviewed in one of two ways:

A. By a Senior Manager

  • We will contact you within 3 working days to confirm we have received your request.
  • A senior manager will provide a full response within 10 working days, or let you know when you will receive our response if we need more time to investigate the matter.

or 

B. By our Complaints Panel

  • We will contact you within 3 working days to confirm we have received your request.
  • The Complaints Panel meeting will take place within one month of you letting us know what your outstanding issues are.
  • You will be able to present your complaint to the panel members and can bring someone with you to the meeting if you want to.
  • The Complaints Panel will send its written decision to you within 10 working days of the meeting.

If you get to the end of our complaints process and are still not satisfied with our response, you can take your complaint to the Housing Ombudsman providing your complaint is about a housing matter. You will need to do this within 6 months of the Complaints Panel meeting. Generally you will have to wait 8 weeks after the Complaints Panel meeting before you can take your complaint to the Housing Ombudsman. During this 8 week period you can approach a ‘designated person’ (this is a local councillor or MP) to help you resolve the complaint and the ‘designated person’ can also decide to refer the complaint to the Housing Ombudsman without waiting 8 weeks.

The Housing Ombudsman will investigate your complaint and write to you and us with their decision and any recommendations. If your complaint is about a care and support service that we provide then you will need to ask a different organisation to look into your complaint at this stage and we can provide their details to you.

The Housing Ombudsman service can be contacted by:

Phone: 020 7421 3800 or 020 7404 7029 if you use a textphone
Fax: 020 7831 1942
Email: info@housing-ombudsman.org.uk
Post: The Housing Ombudsman Service,
81 Aldwych,
London,
WC2B 4HN

When our complaints process does not apply

In some situations we will have to handle your complaint differently, for example if:

  • you are taking legal action related to your complaint
  • the complaint you want to make is not about us but about another organisation or person
  • you are also making a significant insurance claim (unless you want to complain about the way we handled this)
  • you have made repeated or clearly unfounded complaints
  • you make repeated complaints about the same or related matters that we have already addressed
  • you have made an unreasonable number of complaints over a short period of time about matters that are minor
  • you want to make a complaint six months or more after the alleged incident you are complaining about.
  • the volume of contact from you is unreasonable (in which case response times in our service standards may not apply)
  • the content or tone of your contact causes a disproportionate or unjustified level of disruption.

Making sure that we are succeeding

We monitor how many complaints we receive and how many we successfully resolve at the earliest stage of our complaints process.

We ask for your feedback following complaints, anti-social behaviour cases and on completion of repairs and planned works. From time to time we also send out a satisfaction survey to all of our tenants, to see how happy people are with our services overall.

How to contact us to make a complaint or give us feedback

You can make a complaint or give us a compliment or comment by:

  • talking in person to a member of staff
  • using the online complaints form on our website
  • phone or fax
  • email
  • writing us a letter
  • asking a relative or someone else to contact us for you.

Online - My account

make a complaint via your secure account

020 8354 5500

Tell us online - fill in a complaint form

If you do not have an Octavia account you can still contact us online via a form here