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.
Overall Complaints Performance
Overview
In 2024, we handled 44 complaints (31 Stage 1 and 13 Stage 2), compared to 15 in the previous year. The majority (86%) related to new-build property defects.
The remaining issues were split between repairs (7%), estate charges (2%), and other matters (5%).
Every complaint we’ve received represents an area where we accept that things should be better. To improve our service for our customers we’ve made real changes to how we deliver services. We’ve brought in more people to help resolve issues, improved how we communicate, and tightened up our agreements with developers.
We understand that what matters isn’t just what we say, but what we actually do. While we’re making progress with our new approaches to handling defects and complaints, we know there’s still more work to do. Your feedback has been invaluable in showing us where we need to focus our efforts.
You Said:
New-build properties had too many defects, and the process for fixing them was slow and unclear.
We Did:
- Strengthened our contract terms with developers for new developments and emphasising our commitment to a zero defects policy at handover
- Improved our contracts to ensure developers complete works on time
- Implemented monthly reviews with our managing agents and developers to track defects more effectively
You Said:
The initial complaint handling (Stage 1) needed to be more effective.
We Did:
- Regular review meetings with managing agents
- Focus on resolving Stage 1 issues
- AI tool for efficient complaint review
You Said:
Communication during the complaints process needed improvement.
We Did:
- Added more staff to the complaints team
- Required more frequent updates from managing agents
- Improved monitoring system
We’re working hard to address these points and are committed to continuously improving our processes in order to deliver better services to our residents.
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
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.