Make a complaint
Although we try to deliver a good service at all times, occasionally things can go wrong. If this happens we would like to hear from you. Your comments are important to us as we use them to try to improve our service to you. You can use the online form below to make a complaint or you can call the office to request a form to fill in by hand.
When to make a complaint
Please make a complaint if our service is poor or if it has left you dissatisfied or unhappy. For example, you might want to complain if:
- we fail to carry out a repair;
- staff or contractors have been unhelpful;
- we have given you incorrect information;
- we, or the people we employ, are treating certain groups of people unfairly; or
- we have not done something we should have done. If your home or an item in it needs a repair or replacement, please report this as a repair (see your handbook leaflet: Repairs and maintenance).
If something has gone wrong but you do not want to make a complaint, please either write to us explaining what has happened or send a message from the Contact Us page.
If something does go wrong, please make your complaint as quickly as possible. Unfortunately we cannot deal with complaints about something that happened more than three months ago.
What happens when I make a complaint?
Your complaint goes to our complaints officer who will record the complaint and send you an acknowledgement within three working days. The complaint is dealt with by our complaints and resolutions panel who meet once a fortnight. You can speak to the complaints officer at any time. We aim to send you a full written reply within 21 days. If it is going to take longer we will tell you. You should always get a reply within 28 days. When we reply to you we will ask you to sign a form to say if you are satisfied with the result of the complaint.
What if I am still not satisfied?
If you are not happy with the outcome, we can pass your complaint to a small panel of members of our board called the complaints panel. They will look at all the relevant papers and the way we have handled your complaint. The panel will invite you to a meeting to make your case in person, although you do not need to go. You can, of course, have someone with you to support or represent you.
Can I take my complaint to anyone else if I am not satisfied with your response?
If your complaint has gone through both stages of our complaints procedure and you are still not satisfied with our response, you can contact the Housing Ombudsman Service at:
PO Box 152, Liverpool L33 7WQ. Phone: 0300 111 3000.
You can get leaflets about the Housing Ombudsman direct from the Ombudsman Service or from our office.
Before you can take your complaint to the Housing Ombudsman Service, you can ask your local MP or a local councillor to deal with it. If this is not successful or eight weeks have passed since you heard the outcome of the second stage of your complaint, you can take your complaint to the Housing Ombudsman Service.
The Ombudsman will not consider a complaint until it has been through all of our complaints procedures.
Leaseholders are not able to take their complaint to the Housing Ombudsman
Service but instead should take it to the First Tier Tribunal.
If we fail to meet any of our obligations you may be able to claim compensation. We have our own compensation policy which covers certain circumstances. Or, you can contact the housing services manager or get independent advice.
We do not pay compensation following damage to your home or its contents after, for example, a water leak, unless it is clear that we have been negligent in repairing the property. We strongly advise you to make sure that you are adequately insured for these circumstances. Please ask for a copy of our compensation policy.
What we do with complaints
We monitor complaints to make sure that we respond within the time limits we set ourselves. We review the progress of all complaints at the fortnightly complaints and resolutions meeting. Our management team reviews complaints once a year.
Any other questions
If you have any other questions, please contact the complaints officer at our office.
If you need any more complaints forms you can get them from the office.
We are committed to fair treatment in employment and service delivery.
Make a complaintThis is an online form for a resident of Keniston Housing Association to make a complaint.