Complaints
While we try to make sure that we do everything right first time sometimes we get things wrong and you may want to make a complaint.
This could be because we've not done something that we said we would, treated you unfairly or did something that we shouldn't.
Although we try to ensure that that our customers don't feel that they need to make a complaint we welcome them as they give us an opportunity to improve our services. Your feedback will help us do things better next time.
We would recommend that you talk to us first by contacting the team who dealt with your initial enquiry. They will try to resolve your complaint for you on the spot. If you still feel aggrieved you can make a formal complaint.
We are happy to communicate with you in the way that you prefer. This could be in writting, over the phone, in person, or by email.
If you do not wish to make the complaint yourself, we are happy to deal with someone who will represent you. This may be a local official, family member, or other body such as an advocate. You may need to give us permision if your complaint concerns sensitive information.
How to Make a Complaint
Stage 1
You can make an official complaint, in the following ways:
- Writing to us
- Call us on 0300 365 1111
- Pass your complaint to a member of staff
- Email us
- Complete the online form
We will acknowledge your complaint within 3 working days and give you a full response within 10 working days.
Stage 2
If you are not satisfied with the response you receive from us, you can make a stage 2 complaint.
You can do this in the same way that you made your stage 1 complaint.
We will acknowledge in writing within 3 days, and aim to respond fully within 10 working days.
Stage 3
You can contact the Independent Housing Ombudsman about your complaint if you remain dissatisfied with the decision. This service is free and independent and is available to all tenants and leaseholders of housing associations.
Please be aware though that the Housing Ombudsman will not usually consider a complaint unless you have gone through all the stages of the complaints procedure with One Vision Housing.
Independent Housing Ombudsman Service
81 Aldwych, London, WC2B 4HN
Telephone: 0845 712 5973
Minicom: 020 7404 7092
Fax: 020 7831 1942
Email: info@housingombudsman.org.uk
Website: www.housing-ombudsman.org.uk
You can find more details about making a complaint in our Complaints and Feedback leaflet, found on the right of this page.
Complaint performance
We continually monitor our complaints performance inorder to make it easier for you to make a complaint and to improve our response to your complaints.
You can see how we performed on complaints by looking at the Monthly Complaint report on the right.
We also compare our performance on complaints with other organisations. You can see how we compare by looking at the 'complaint Benchmarking' report on the right.
From the benchmarking report, you will see that we are in the 'top quartile' for complaints satisfaction. This means that compared with other organisations, we are doing quite well, but there is always room for improvement
You will also see that we are in the bottom quartile, not doing so well, for number of complaints received and for time taken to respond to Second stage complaints.
How are we going to improve
The number of complaints we receive is high, although this demonstrates our willingness to listen to your comments and learn from them.
The time taken to respond to Second stage complaints need to improve, and we have reminded all staff of the importance of responding to these as quickly as possible
Related links
Documents
Complaints and Feedback Leaflet (b)
Complaints Performance Update (1018.1kb)
Complaints Benchmarking update (72.9kb)
Service Standards (1.2mb)
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