What is a complaint?
A complaint is any expression of dissatisfaction about a service or product we have provided, or should have provided.
A complaint can be made when we've:
- Failed to provide a service when agreed
- Provided a poor standard of service
- Made a mistake in the way we've provided the service
- Failed to meet our existing service standards
- Failed to follow our policies correctly
We will only investigate complaints received within six months of the issue.
If you need to make a complaint
If you need to make a complaint, we’ll:
- listen and deal with your complaint promptly
- investigate your complaint fully
- keep your complaint confidential at all times
- handle things fairly
- put right any mistakes and learn from them
- apologise when we've got things wrong
- help anyone who needs assistance in making a complaint.
The complaints service is open to anyone who receives or requests a service from us.
Please tell us if you need help making a complaint. We'll be happy to help and provide support. If you prefer you can ask a family member or friend to help. You can also ask for further help and advice from your local Citizens’ Advice Bureau, your local Councillor or MP.
How can I make a complaint?
Let us know straight away about any problems you have so that we can sort it out for you as quickly as possible.
You can tell us about your complaint in person, in writing, by email, over the telephone, using social media, online or by requesting a complaint form.
Longhurst Group customers
0300 123 1745
0345 60 88 006
- telling us in person
- writing to us
- requesting a complaints form
The complaints process
If the complaint can be easily resolved, it will be dealt with straight away. We allow two working days to resolve complaints of this nature; this type of complaint is known as a 'first time fix'.
For example, this would apply where we have missed an appointment and we were able to make a new arrangement that suited you. If you're not satisfied with the outcome, you can move onto the formal complaints process.
Formal complaints – Stage 1
If we cannot resolve the problem within two working days and a solution isn't easily available, we will record this as a Formal Complaint.
All formal complaints will be fully investigated. We'll discuss your complaint with you so you're aware of our timescales and the process.
If your complaint was raised after 1 January 2021 we allow 10 working days to respond fully to formal complaints. We will keep you updated on progress until the complaint is resolved.
Formal complaints – Stage 2
If you don't feel our formal complaint response is factually accurate, doesn't resolve your complaint or that we didn't follow our process, we'll record this as a Stage 2 formal complaint.
If this is the case, please let us know in writing within one month of receiving your Stage 1 response and we'll review this for you.
If you're unable to contact us in writing, please ring to discuss over the telephone.
We allow 20 working days to review a complaint at Stage 2.
If you’re not satisfied with our Stage 2 response, you can go to our Independent Complaints Panel.
This panel is made up of trained customers who will act as an independent person to review your complaint.
Download an information leaflet, which explains more about the Independent Complaints Panel (ICP) and the ICP process.
If you have any further questions, please contact us for more information.
We'll review all complaints regularly to make sure they're being dealt with effectively and consistently.
Most importantly, we use complaints to identify areas of our service where we need to make changes, so that the service you receive continues to improve.
If you're still unhappy after you have been through our complaints process, you can
ask the Housing Ombudsman to consider your case.
The Housing Ombudsman can only consider complaints from customers, leaseholders or housing applicants.
Contacting the Housing Ombudsman Service
Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
0300 111 3000
Care and Support complaints
For Care and Support complaints, customers can refer their complaint to the Care Quality Commission.
Money Advice complaints
If your complaint is about our Money Advice Service you can ask the Financial Ombudsman Service to consider your case.