We can only deliver brilliant service if we listen to you and learn where we need to improve. There are plenty of ways for you to tell us what you think including:
- Responding to a text survey if we send you one.
- Contacting us about joining our customer scrutiny group – we meet every few months to talk about our service and policies.
- Contacting us about becoming a Community Inspector. We’ll train you on key safety matters relating to your building, and you’ll carry out regular checks to make sure it’s well maintained.
An independent market research company called IFF Research may call to ask questions about our service, like repairs, antisocial behaviour, and communal cleaning. The call will take around ten minutes. From April 2023, all social housing landlords in England and Wales will carry out these surveys and report their results to the Regulator of Social Housing. Results will be published online from Summer 2024, making performance more visible. Read more here.
We believe complaining shouldn’t be difficult, so you can do this by phone, email, webchat, or letter. If things go wrong with our service, our dedicated complaints team will respond quickly and effectively to put things right. They’ll investigate and respond to all complaints within 10 working days.
The Housing Ombudsman Service (HOS) recently introduced a new Complaint Handling Code which sets out good practice so landlords can respond to complaints effectively and fairly. On 1 April 2022, the Ombudsman updated the Code to strengthen provisions to support a positive complaints-handling culture.
We take our customers complaints extremely seriously, and work in line with the Complaint Handling Code to provide our customers with a great service. The keys areas in the code we're committed to follow are:
- Providing our customers with the universal definition of a complaint.
- Providing easy access to our complaints policy and making sure customers are aware of it, including their right to access the Housing Ombudsman Service.
- The structure of our complaints procedure - only two stages necessary and clear timeframes set out for responses.
- Ensuring fairness in our complaints handling, with a customer-focused process.
- Taking action to put things right and providing appropriate solutions.
- Creating a positive complaints handling culture through continuous learning and improvement.
- Demonstrating learning in our annual report.
- Completing the annual self-assessment against the Code.
Our complaints handling process holds up well against the code. Of course, there’s always room to improve even further, so we recently carried out a self-assessment to see how we’re performing and will continue to do this on an annual basis. You'll find our self-assessment code on our website and you can read information on the Housing Ombudsman website here.
We’re confident we’ll be able to resolve your complaint within our formal response, but you are entitled to contact the Housing Ombudsman at any stage throughout the complaints process. If you’d like to contact the Housing Ombudsman, you can call 0300 111 3000 or email [email protected].
If you have any questions about our complaints process, or would like to raise a complaint, please get in touch:
By phone: 0800 0322 432 Mon-Fri 8am-5pm
By letter or face to face: 8 Waldegrave Road, Teddington, Middlesex TW11 8GT
By email: [email protected]
By web chat: https: //www.rhp.org.uk/rhpui/chat-panel
More information about the Housing Ombudsman and the new Code can be found at www.housing-ombudsman.org.uk.