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.

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.

Our complaints 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.

There are two parts to our complaints process which you can read about below.

First Time Resolution

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

We will:

  • Respond to you and log the complaint within 5 working days.
  • Aim to resolve your complaint and update you within 10 working days. 

If  you’re still not happy:  

  • After First Resolution stage is finished, you (or someone speaking for you) can ask for a Final Resolution.   

  • You need to ask for this within 14 days of the first stage ending.  

  • The Final Resolution is the last step in our complaints process.   

 

Final Resolution

We will:

  • Respond to you and log the complaint within 5 working days of it being escalated.
  • Aim to resolve your complaint and update you within 20 working days.
  • This will be our final response on the complaint, and this will be reviewed by a Director before we write to you.

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

 

Some complaints take more time

Sometimes, we might need more time to  look into  your complaint.  

If this happens we will:

  • Explain why.
  • Agree the extra time with you (this shouldn't be more than the timeframes listed above)
  • Send you this in writing.
  • Tell you how to contact The Housing Ombudsman if you want to.

 

 

The Housing Ombudsman

You can contact the Housing Ombudsman, or another official organisation, to look at your complaint at any time during the complaints process.

The Housing Ombudsman may  only investigate your complaint once you have been through both stages of our complaints process. The Ombudsman may still be able to offer advice or further support to you until then.

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.

Complaints performance

The Complaint Handling Code

From April 2024, all social landlords must follow the Housing Ombudsman’s Complaint Handling Code, which is now law. This Code explains how complaints should be managed and what customers can expect from us.
Every year, we publish a Complaints Performance and Service Improvement Report. This shows:

  • How well we have handled complaints
  • What we have learned
  • What we are doing to improve services

We also publish our self‑assessment against the Ombudsman’s Code and any actions we need to take.

Find out more about the Housing Ombudsman Service (this link takes you to another website).