Our Resident Complaint Procedure
Our Promise
Hopefully it won’t ever come to this, but if you need to raise a complaint, we have a few official ways you can do this. Any concerns you raise will be addressed in a consistent, fair, transparent, and compliant manner. We always aim to provide the best possible service, and your feedback is essential in helping us to continually improve. We appreciate your patience and cooperation.
Your feedback helps us improve our services, investigate concerns fairly and put things right where possible. We will always seek to resolve issues informally in the first instance. However, where a concern cannot be resolved informally, we have a formal complaint process in place to ensure concerns are handled consistently, fairly and transparently.
We are committed to making our complaints process accessible to all residents. Reasonable adjustments can be made for residents who require additional support when raising or progressing a complaint.
Raising a Concern
We encourage residents to speak with a member of the Union team as soon as a concern arises.
Many issues can be resolved quickly by our onsite team through discussion, investigation and prompt action without the need for a formal complaint. You can contact us:
- In person at reception
- By telephone
- By email
- Via our online contact form
If your concern cannot be resolved informally, or you wish to make a formal complaint, please submit your complaint in writing, providing as much detail as possible. This will allow us to fully understand and investigate the issue.
Our Formal Complaints Process
Stage One Complaint
Once we receive your written complaint, we will:
- Acknowledge receipt within 3 working days
- Confirm who is managing your complaint
- Investigate the issues raised
- Review all relevant information and evidence
- Provide a formal written response within 15 working days of receiving the complaint
If additional time is required to complete our investigation, we will contact you before the response deadline to explain why and provide an updated timescale.
Stage Two Review
If you remain dissatisfied with the outcome of Stage One, you may request a review.
Your complaint will be reviewed by a senior manager who has not previously been involved in the matter. The review will consider:
- Whether our complaints process was followed correctly
- Whether all relevant information was considered
- Whether the outcome was fair and reasonable
We will provide our final written response within 15 working days of receiving your request for review.
Independent Review and Redress
We will always aim to resolve complaints fairly and positively. However, we recognise that there may be occasions where you remain dissatisfied with the outcome.
Following our final response, or if more than eight weeks have passed since the complaint was first raised, you may be entitled to refer your complaint to an independent redress scheme or Ombudsman.
Details of the appropriate independent redress body will be provided as part of our final response. Any referral must generally be made after our internal complaint’s procedure has been exhausted.
Complaints Outside This Process
The following matters will not normally be considered through our formal complaint’s procedure:
- A first request for service, such as reporting a repair
- Complaints that have already completed the complaints process
- Anonymous complaints
- Complaints relating to another resident’s behaviour
- Requests to end a tenancy or licence agreement early
- Matters currently being considered, or already determined, by a court, tribunal, Ombudsman or other external authority
Reasonable Adjustments
We are committed to ensuring our complaints process is accessible to all residents.
Depending on your circumstances, reasonable adjustments may include:
- Alternative communication methods
- Additional time to provide information
- Assistance completing forms
- Support from an authorised representative
- Accessible formatting where required
Please let us know if you require any support when raising your complaint.
Building Safety Concerns
If your concern relates to fire safety, structural safety or another building safety risk, please use our dedicated Building Safety Reporting process.