How can I make a complaint?
You, or someone acting on your behalf, can make a complaint in one of the following ways:
- Online via My Account
- By contacting your housing officer or property management officer
- By letter to Bruce Kenrick House, 2 Killick Street, London, N1 9FL
- Verbally with any of our colleagues.
Complaints should be made within a reasonable period, which would normally be within six months of the matter occurring. In exceptional circumstances we may decide to respond to a complaint outside of this timescale.
Please remember that the more information you are able to give us, the easier it will be to investigate your complaint.
If your complaint is about a single issue and can be fully resolved to your satisfaction in five working days, we may agree with you that we log it as a 'quick fix' and don’t need to send a formal response.
We have a two-stage complaint process
You can approach the Housing Ombudsman at any time for independent advice on your complaint.
Once your complaint has exhausted our internal procedure, if you are still unhappy you can ask the Housing Ombudsman to review the complaint.
At stage one, your complaint will be handled by your housing officer (HO) or property management officer (PMO). If your complaint is about your HO/PMO it will be dealt with by their line manager. They aim to contact you to acknowledge your complaint within two working days to discuss your complaint and the outcome you are seeking.
If your complaint is complex or needs investigating in more detail you will receive a formal written response to your complaint within 10 working days or we will agree an alternative date with you (written responses can be translated into a preferred form or language on request). If any issues are outstanding, we will agree an action plan with you.
This is the final stage of the complaint process.
If you are unhappy with the outcome at stage one please contact the person who responded to your stage one complaint advising them you wish to escalate and why. So we can deal with anything you raise as quickly as we can, you should try to do this within 20 working days of receiving the response.
Your complaint will be reviewed by two managers, one in the same business area and the second from elsewhere in Notting Hill Genesis. You also have the option to have an independent resident, from a pool of residents, review this too.
We aim to review your complaint and send a formal written response within 20 working days (written responses can be translated into a preferred form or language on request). We will keep in contact with you during this time and if we can’t respond within this time we will agree on an alternative date with you. If any issues are outstanding we will agree an action plan with you.
The Housing Ombudsman Service was set up to resolve disputes involving the tenants and leaseholders of social landlords. The service is free, independent, and impartial.
You can approach the Housing Ombudsman at any time for independent advice on your complaint.
Once your complaint has exhausted our internal procedure, if you are still unhappy you can ask the Housing Ombudsman to review the complaint.
You can contact the Housing Ombudsman Service at:
Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
E14 9GE
0300 111 3000
www.housing-ombudsman.org.uk
The Housing Ombudsman Service is set up by law to resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities) and voluntary members.
In March 2022 the Housing Ombudsman published a revised Complaint Handling Code which provides good practice for landlords on fair and effective complaint handling. The Housing Ombudsman will expect any case coming to their attention to have been managed in line with the new code. We have published a self-assessment against the revised code on 1 August 2023.