Let us know if you’re not happy
We aim to provide you with a good standard of service, getting it right first time, however we know that sometimes we don’t always achieve this.
There may be times when you’re not happy, and we encourage you to contact us when this happens.
- We will acknowledge your complaint within 2 working days.
- We will investigate your complaint and provide you with a written response within 10 working days of our first letter.
- If you are not happy with our response at stage 1, we will escalate your complaint to stage 2 of our complaints process.
- Stage 2. We will carry out an independent investigation and provide a written response within 20 working days.
- We will tell you what you can do if you are not happy with our stage 2 complaint including seeking further advice from the Housing Ombudsman.
Six customers, with first-hand experience of our complaints process recently reviewed our process against the new Housing Ombudsman Complaint Handling Code.
The result was that we are compliant with the new code, and we meet our member obligations.
You can view the outcome of the self-assessment on our complaints and feedback page
We do this review every year and if you would like to be part of our next review, please contact complaintssupportteam@incommunities.co.uk