Our Complaints Process
What is a complaint?
Section 1.2 of the Housing Ombudsman’s Complaint Handling Code defines a complaint as:
“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”
In other words, a complaint is when you as our resident or customer are dissatisfied about our action or lack of action, or about the standard of service provided by us or on our behalf.
What kind of things can I complain about?
- If we take a long time to respond to any of your enquiries
- If you think we have failed to provide a good service
- If any of our staff or contractors have delivered a bad service
- If we failed to follow our procedures properly
What can’t I complain about?
- Neighbour nuisance – this will be dealt with by our support staff in accordance to the Anti-Social Behaviour Policy
- Health and safety concerns – these should be reported immediately to ensure prompt rectification
- Where there are safeguarding issues – these should be reported immediately and action taken in accordance with safeguarding policies and procedures
- If legal proceedings have started against Expectations UK – this is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.
- If it is an attempt to re-open a previously concluded complaint – if you are unhappy with the outcome you should refer it to Housing Ombudsman Service.
- If the issue giving rise to the complaint occurred over six months ago (excluding safeguarding or health and safety issues).
How do I make a complaint?
Expectations UK provides a variety of ways to make a complaint and have your voice heard.
You can complain in person at our offices or services, by phone, email, letter or through our website.