Introduction

We are committed to high standards of customer service. However, there may be occasions when we do not meet the high standards we set for ourselves. We welcome feedback and we also take any form of complaint seriously. Working with our local housing managers we will try wherever possible to resolve the complaint to your satisfaction. Our aim is for your complaint to be resolved as quickly as possible. A copy of our full policy is available here.

Complaints Process

We define a complaint as an expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents. All complaints are recorded and managed in accordance with the two stage process summarised below.

If you are dissatisfied with any services provided by Habitare or any of our partners we would like to hear your feedback and resolve the matter quickly to restore your trust in us and to help us improve our work. The quickest route to resolution is to contact your local managing agent directly and their contact details can be found below. Alternatively you can email and we raise your complaint directly with our partners.

Our 2 Stage Complaints Process

Stage 1 Complaint

You can raise a formal complaint, if you are dissatisfied with a service we have provided or we have been unable to resolve an issue to your satisfaction under our informal – quick resolution process. This stage is normally where several issues have occurred, and a more in-depth review of the issues is required. Please send your request to our managing agent, see details.

You will receive an acknowledgment of the Stage 1 complaint within 5 working days. Your complaint will be fully investigated and responded to within 10 working days from the date of receipt of your Stage 1 complaint. In some cases, it may take longer to provide a full response if so, our managing agent will agree a timeframe with you.

Stage 2 Complaint

If you remain unhappy with the Stage 1 response, you can request for your complaint to be escalated to Stage 2. Please send your request to our managing agent, see details.

Our managing agent will then review your request in line with the complaint policy and will notify you if the request has been approved or refused.

Once the request has been approved by the managing agent, your complaint will be investigated by an independent member of staff and a response will be sent to you within 20 working days. In some cases, it may take longer to provide a full response if so, our managing agent will agree a timeframe with you.

If your Stage 2 review request has been refused, our managing agent will write to you confirming the reasons why your complaint hasn’t been escalated.

All Stage 2 escalation requests will be reviewed by the Asset Manager of Habitare Homes to ensure that our residents are receiving an effective and swift resolution.

External Review

Housing Ombudsman

At any stage during your complaint, you can approach the Housing Ombudsman for independent advice regarding your complaint. In addition, if you remain unhappy once our managing agent have exhausted their complaints process, you can contact the Ombudsman for a further investigation.

Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ

Telephone: 0300 111 3000

Email: info@housing-ombudsman.org.uk

Website: www.housing-ombudsman.org.uk

Board review of complaints and self-assessment

Habitare board statement, June 2024

Housing Ombudsman Self-assessment

The Board welcomed the work that had been undertaken to update the policy to ensure compliance with the Housing Ombudsman Complaints Handling code. The board noted the strengthening of practice in relation to monthly contract meetings with our housing managers and requested that our involvement in stage 2 complaints was included within the self-assessment.

Annual review of complaints

The Board noted that defects and communication have been drivers of dissatisfaction and noted actions underway to address this. The board will receive updates on progress to resolve the outstanding matters at a future meeting. Natalie Singh has been appointed Board Member responsible for complaints.

Resources: Annual complaints review, Housing Ombudsman Complaint Form, Housing Ombudsman Self Assessment

Designated Person

This can be an MP, local councillor, or customer panel, if available with our managing agent. Our managing agent will treat all enquiries received from a designated person the same way as a Stage 1 complaint request and responded to within 10 working days.

Monitoring

We will meet with our managing agents regularly to discuss complaints and other negative feedback. The purpose of these meetings is to ensure that the standard of customer service remains high. On a monthly basis our managing agents will send us a report on all complaints received. Additionally, our managing agent will notify us as soon as possible where a Stage 2 complaint or Ombudsman referral has been received.