Feedback and complaints

We want to hear from you. Your feedback helps us understand what we’re doing well, where we can improve, and how we can make our services better.

How to give feedback

You can contact us in the way that suits you best:

No matter how you get in touch, your feedback matters and helps us improve.

Our complaints policy and process

We treat all complaints fairly, respectfully and in confidence. If something has gone wrong, please let us know so we can put it right.

First Time Resolution

When you first tell us you're unhappy, we’ll try to sort things out straight away. This is called First Time Resolution.

We aim to respond within 5 working days. The person you speak to may resolve it, or they might pass it to a team who can help further.

If we can’t fix the issue at this stage, we’ll move your complaint to the Final Resolution stage.

Final Resolution

If your complaint needs more investigation, we’ll:

  • Agree a date to respond by
  • Keep you updated
  • Give you the name of the manager looking into your complaint

They’ll look at everything you’ve told us and aim to respond within 15 working days.

If you’re still not happy with the outcome, you can contact the Housing Ombudsman.

Housing Ombudsman

You can contact the Housing Ombudsman at any time during the complaints process for advice or support.

Our Customer Feedback Policy

You can read more about how we handle feedback in our full policy:
View our Customer Feedback Policy (this link will open in a new window)

 

What happens when you give us feedback?

We welcome all feedback - whether it’s a compliment, a comment, or a complaint.

Compliments and Comments

When you tell us something positive or share an idea, we’ll record it and review it. Your feedback helps us understand what’s working well and where we can make things even better.

Complaints

If you’re unhappy with something, please let us know as soon as possible. When you make a complaint, we’ll give you a reference number and tell you who is dealing with it. Please keep this information safe in case you need to contact us again.

If someone is speaking to us on your behalf, like a friend or family member, please make sure they have your permission and that we know in advance so we can speak to them.

What is a compliment, comment or complaint?

We welcome all types of feedback. Here’s what each one means:

Compliment

This is when you tell us something positive about our service. Our teams really appreciate hearing when they’ve done a good job. If someone has helped you and made a difference, let us know — we’ll make sure your thanks are passed on.

Comment

This is general feedback about our services. It could be an idea, a suggestion, or a way we could do something better. We use your comments to help improve our services and shape future policies.

Complaint

This is when you’re unhappy with something we’ve done — for example, if a service didn’t meet the standard, quality or timescale we promised. Sometimes things go wrong, and when they do, we want to know so we can fix it and stop it happening again.

What is not a complaint?

Some things aren’t classed as complaints under our Customer Feedback Policy. These include:

  • Service requests – like reporting a repair for the first time or asking for a rent statement
  • Asking for a decision to be explained – for example, how a home was allocated
  • Neighbour disputes or anti-social behaviour – these are handled under a separate policy
  • Questions about our policies – such as how we make decisions
  • Legal matters – if an issue is part of legal proceedings, we may not treat it as a complaint
  • Contract disputes – disagreements about contracts
  • Complaints about other organisations – we can’t investigate things we don’t control
  • Reopened complaints – if a complaint has already been through our process and a final decision was made
  • Compensation requests – these aren’t complaints, but we may offer compensation as part of resolving an issue. We also encourage customers to have home contents insurance.

We look at each case individually and won’t refuse a complaint without good reason. If we decide your issue isn’t suitable for our complaints process, we’ll write to you and explain why.

Feedback surveys

We use your feedback to help shape and improve our services. To make this easier, we’ve partnered with CX Feedback to collect your views through surveys sent by phone, text or email.

If you’re selected to take part, your contact details will be shared in line with our Data Privacy Notice.. If you’d prefer not to be contacted, just contact us and we’ll make sure your details aren’t used.

Frequently Asked Questions

What is CX Feedback?
CX Feedback is a system that sends surveys by phone, text or email. It helps us listen to your views on different parts of our service.

How will I know the survey is from Regenda?
Surveys will come directly from CX Feedback or Pexel and will include our branding. If you’re unsure whether a message is genuine, you can contact us to check.

Will this be used for Tenant Satisfaction Measures?
Yes. From July 2024, we’ll use CX Feedback and Pexel to carry out our Tenant Satisfaction Measures survey.
Learn more about Tenant Satisfaction Measures: Tenant Satisfaction Measures

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Getting independent advice

If you need help or want someone to speak to us on your behalf - like a friend, relative or adviser - that’s fine. We just need your permission to talk to them.

If you’d like support from someone independent, you can contact:

  • Citizens Advice Bureau
  • Housing Aid Centre
  • Local Law Centre
  • A solicitor
  • Your local councillor or MP

You can find their contact details online or in local directories.

Even while your complaint is being looked at, you can still contact the Housing Ombudsman for advice. They may not investigate until we’ve given you a final response, but they can still offer support and guidance.