How to make a complaint
Our internal complaints procedure has two stages.
Stage 1
Our aim is to resolve all complaints at this stage. Once you have submitted your complaint, we will acknowledge it within five working days.
We have Complaint Handlers who are responsible for investigating and trying to resolve your complaint. They will write to you with our formal written response within 10 working days of the complaint being logged.
Stage 2
If you are unhappy with our response at Stage 1, you can ask to escalate your complaint to Stage 2.
A Senior Manager or Director will review how your complaint was handled at Stage 1 and investigate if the outcomes were in line with our policies and procedures, and that they were fair and reasonable.
We will write to you with our formal written response within 20 working days of your complaint being logged.
How you can make a complaint
You can make a complaint:
- Online using our web form
- by phone: 020 8354 5500
- in person at one of our offices
- by email to complaints@octavia.org.uk
- through an advocate (with your written consent)
You should raise your complaint with us as soon as possible. Please note, we will not normally investigate a complaint about an issue that happened more than twelve months ago.
If you are dissatisfied with how we have handled your complaint, you can escalate your complaint to the Housing Ombudsman at any time. The Housing Ombudsman Service was set up to resolve disputes involving the tenants and leaseholders of social landlords. The service is free, independent and impartial. In most cases the Housing Ombudsman will only consider a complaint once it has been through our internal complaints procedure. However, you can contact them at any stage of the complaint process to review our decisions, and for advice and information.
The Housing Ombudsman service can be contacted by:
- Phone: 0300 111 3000
- Email: info@housing-ombudsman.org.uk
- Post: The Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ