We don’t always get things right, and that’s frustrating for you. Making a formal complaint means we will look into what’s gone wrong and sort it out.
The Housing Ombudsman describes a complaint as:
“an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”
You may feel let down by:
- A service we should have provided
- The standard of the service you have received
- The way we’ve treated you
- The attitude of one of our team
- Or maybe we’ve not done something as our policies and processes say we should
These are examples when you might want to make a complaint.
When is something not a complaint?
Repairs: When something breaks, like a boiler, you should first report a repair rather than make a complaint. Report a repair
Anti-social behaviour: If you are a victim of anti-social behaviour (ASB), such as noisy neighbours or litter, we will take your report seriously. We have a specialist team trained to help you. Report ASB.
However, if you are unhappy with how we've handled your repair or ASB report, please make a complaint.
Getting extra help
We can help with:
- Information is available in other languages
- Different formats are available, such as large print
- Support if you have problems reading or writing
- Interpreter or translator service available
- Help to find independent advice
How to make a complaint
If you feel dissatisfied by something we’ve done you can make a complaint:
- Online: Complete the online form
- Call: 0345 141 4663
- Write: FAO The Complaints Team, Home Group, One Strawberry Lane, Newcastle upon Tyne NE1 4BX
- In person to a colleague
You might want to ask someone to make a complaint for you. That could be a friend, relative or an advocate. Just as long as you have given them permission to do so.