We always aim to provide the best possible service but we recognise that sometimes we make mistakes and things can go wrong. When this happens we will try to put things right as soon as possible.
You can let us know where our service falls down and how we can improve it.
Our complaints process
Step 1 – Quick fix
If you're unhappy with our service and you would like to make a complaint, you or someone acting on your behalf should contact your housing officer or property management officer (PMO) by phone, email, letter or in person.
Frustrations can often be settled relatively quickly between a resident and his/her housing officer or PMO without the need to go through the formal complaints process.
We will always try to resolve your complaint as quickly as possible, ideally as a 'quick fix' within 48 hours.
Step 2 – Formal complaint
If your complaint cannot be settled informally between you and your housing officer or PMO as a 'quick fix', or if you're not a resident, please do one of the following:
- Complete and submit the contact form selecting "Complaints" from the options
- Call us on 0203 815 0000
- Email email@example.com
- Write to us at: 'Complaints, Notting Hill Genesis' followed by the address for the relevant office.
Please make your complaint as specific and detailed as possible. The more information you can provide about what you are unhappy with, the easier and quicker it may be to solve the problem.
We aim to contact you to acknowledge your complaint within two working days, followed by an official written response to your complaint within 10 working days (written responses can be translated into a preferred form or language on request).
Step 3 - Complaint review
If you aren't satisfied with the outcome of your complaint, you can ask for it to be reviewed. We will assign two independent reviewers to look at your original complaint and tell us where we went wrong, as well as recommending steps we should take to resolve your complaint. If the reviewers do not recommend we uphold your complaint, we will tell you why.
The complaint review will be carried out by a manager who is more senior than the person who initially responded to the complaint and we aim to review your complaint within 20 working days.
Step 4 - Housing Ombudsman
If you've been through our complaints procedure and are still unhappy, you can refer to the Housing Ombudsman Service which was set up to resolve disputes involving the tenants and leaseholders of social landlords. The service is free, independent and impartial.
You should be aware however that in the majority of cases the Housing Ombudsman will only consider a complaint once it has been through all stages (Steps 1-3) of our internal complaints procedure.
You can contact the Housing Ombudsman Service at:
- Housing Ombudsman Service
PO Box 152
0300 111 3000
If your complaint relates to one of our financial products, please refer to:
- The Financial Ombudsman Service Exchange Tower
020 7964 1000
If your complaint relates to nominations or transfers from your local authority, you should refer your complaint to:
- The Local Government Ombudsman
PO Box 4771
0300 061 0614
If your complaint relates to one of our Folio (market rent) properties, you should refer your complaint to:
- The Property Ombudsman Limited
Milford house, 43-55 Milford Street
- Housing Ombudsman Service
Your questions answered
Who can I expect to respond?
We do not have a central team who respond to complaints, so your housing officer/PMO will be responsible for responding to your complaint.
What is a complaint?
We consider a complaint to be any dissatisfaction our customer feels about an aspect of our service or service failure. It could be that:
- We have failed to respond to your initial enquiries
- Our staff were unhelpful or were not polite
- We have failed to meet one of our customer service promises
- We gave unclear, misleading or unsuitable advice
There are some issues that we don't consider to be a complaint, such as reporting a repair for the first time or reporting anti-social behaviour (ASB).
Are there other ways for me to help improve your service?
We offer a range of different ways for residents to get involved in influencing the way we run our services and measuring how well we are doing.
I want to take my complaint straight to the Housing Ombudsman
In order to make a complaint to the Housing Ombudsman, you will first need to go through Steps 1-3 of our complaints procedure.
You also need to wait eight weeks after receiving your final written response in Step 3 (complaint review) before you can contact the Housing Ombudsman, otherwise they will direct you back to us.
For more information about our complaints process, contact us on 0203 815 0000 or firstname.lastname@example.org.