Housing complaints we can deal with
A housing complaint is a statement of dissatisfaction from a resident or group of residents about the standard of our service, our actions, or lack of action by us (the council), our staff, or those acting on our behalf.
You do not have to use the word ‘complaint’ for it to be treated as one. It is important that you report a complaint as soon as possible – within 12 months of the issue occurring or you become aware of the issue.
Housing complaints we cannot deal with
We will not consider a complaint about our housing service if it is:
- A query about our service.
- A service request. If your enquiry relates to arranging a service or fixing an issue, for example, a repair. Service requests are not complaints, but they are recorded and monitored. A service request can become a complaint if you express dissatisfaction with our response or the way your service request has been handled.
- A survey response. If you are dissatisfied with a survey response, we will contact you to let you know how you can make a complaint, if you wish to do so.
- An anti-social behaviour report.
- An issue previously considered under the Housing Complaints Procedure.
- A legal proceeding which has already started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.
- A complaint that is undergoing an internal appeal process.
- The issue which happened over 12 months ago.
Each complaint will be looked at on an individual basis. Discretion will be applied where there is good reason to do so.
We are unable to accept a complaint if it meets one or more of the above listed reasons. Our response will explain why the matter is not suitable for the housing complaints process and your right to take the decision to the Housing Ombudsman.