Make a complaint or send us feedback
If things haven’t gone as you expected or you’re unhappy with something we did, please let us know. We’ll work with you to understand what happened and do our best to put it right. Equally we would love to hear from you if you have had a positive experience so we can understand what is working well.
Annual complaints performance and service improvements report
We strive to provide excellent services to our customers but appreciate that sometimes things go wrong. We value your feedback and complaints, as this allows us to learn from our mistakes and continuously improve our services.
Read our 2023/24 report to see how we performed and what we’re doing to improve.
What is a complaint?
How to make a complaint
The quickest way to make a complaint is to send the details via the online form below. You can also contact us via letter to 100 Hatherton Street, Walsall, WS1 1AB, visit our Hatherton Street Office or call us on 0300 555 6666.
You can also make a complaint in person, and be supported by a representative. You also don’t need to use the word complaint for it to be treated as such.
It is sometimes possible for us to resolve your complaint quickly (within 5 working days) without the need for a formal complaint investigation. If an early resolution is possible, we will let you know and ask you how you would like to proceed.
Our formal complaints process
There are two stages in our formal complaints process:
Stage 1 – Investigation stage
We will acknowledge your complaint within 5 working days of receipt and send you a formal response within 10 working days of the complaint being acknowledged.
Stage 2 – Review stage
We will acknowledge your request within 5 working days of receipt and send you a formal response within 20 working days of your request being acknowledged.
More information on our complaints procedure can be found in our complaints policy.
The Housing Ombudsman Service
You can contact the Housing Ombudsman Service at any point during the complaint process. It cannot investigate your complaint whilst it is going through our complaints procedure, however they may be able to help us in reaching a resolution.
You can contact the Housing Ombudsman Service via telephone on 0300 111 3000, on email at info@housing-ombudsman.org.uk, through their website at www.housing-ombudsman.org.uk or via post to Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET.
You can view the Housing Ombudsman Service Complaint Handling Code.
You can also view our self-assessment against the code.
How we responded to complaints 2023/24
In 2023/24 we received 527 complaints. 51% of these related to our home maintenance service, in particular wait times for repairs.
During the year we carried out eight reviews, looking into complaints about glazing repairs, voids, the welcome process, repairs completed by contractors, Programme Management Office (PMO) and water logged gardens. These reviews have helped us identify where we can improve.
How to send us feedback
The quickest way to send us feedback is to complete the online form below. You can also contact us via letter to 100 Hatherton Street, Walsall WS1 1AB, visit our office at the same address or call us on 0300 555 6666.
We cannot respond to all customer feedback, but we do consider all comments and use these to shape the way we work and improve the services we offer.
Send us feedback
Please complete the form with your feedback. We aim to respond within 5 working days.
FAQs
What happens when I make a complaint?
- If we think we can resolve your complaint quickly without the need for a formal complaint investigation, we will contact to let you know. If early resolution is possible (within 5 working days) we will give you the option of how you would like to proceed.
- Formal complaints – we will acknowledge all formal complaints within 5 working days of receipt.
- Stage 1 Investigation stage – we will contact you to discuss the details of your complaint and complete a thorough investigation into your concerns. We will aim to respond to you in writing within 10 working days of acknowledgement.
- Stage 2 Review stage – if you remain unhappy with the outcome of your complaint you can ask for your case to be reviewed. We will ask you to provide details of the issues you feel remain outstanding or any new evidence that you have that we have not previously considered and what you feel we could do to put things right. We will aim to respond to you in writing within 20 working days of acknowledgment.
I have been through the complaints process and I am still unhappy, what can I do now?
- You can contact the Housing Ombudsman Service at any point during the complaints process. It cannot investigate your complaint whilst it is going through our complaints procedure, however they may be able to help us in reaching a resolution.
- You can contact the Housing Ombudsman Service via telephone on 0300 111 3000, email at info@housing-ombudsman.org.uk, their website at www.housing-ombudsman.org.uk or via post to; Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ).
Can I appeal a decision that has been made about my application for housing?
Shape what we do
If you believe we can do things differently and have a passion for making positive change, join our customer voice community.
