Spotlight on our complaints process
We really value your feedback and want you to have a great experience with us. We'll use your feedback to make things better.
If you run into any issues, please let us know so we can fix them. We aim to sort things out as soon as you tell us you're unhappy.
If you have reported an issue to us, and you do not think we have taken the right action or responded in the right way, you can make a complaint to us to let us know what you think has gone wrong.
Our complaints process has two stages:
First Time Resolution
We will aim to resolve your complaint when you first tell us you are unhappy. This is called the First Time Resolution stage. We aim to respond to you within 5 working days and provide a resolution to your complaint.
Final Resolution
If we can't resolve your complaint at First Time Resolution, we will escalate your it for further investigation. This is called the Final Resolution stage.
We will agree a date with you to respond by and will keep you informed of progress and give you the name of the manager who is investigating your complaint. They will look at all the issues you have raised and will aim to respond within 15 working days.
If you are unhappy with our Final Resolution , you will be advised to refer your complaint to the Housing Ombudsman.
The Housing Ombudsman
At any point during our complaints process, you can refer your complaint to the Housing Ombudsman for them to review the case on your behalf . You can find out how to do that here: https://www.housing-ombudsman.org.uk/
Find out more about our Customer Feedback Policy: https://www.regenda.org.uk/feedback