Connect Housing has a formal complaints procedure. We are committed to providing high quality services that put customers first. We listen to the views of our customers and act on suggestions that will improve our services. To access and/or print out our full Complaints Procedure document, please click here.| If you wish to fill in the form and post it back to us it must be returned to either of our main offices at:
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205 Roundhay Road, Leeds, LS8 4HS or
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The Media Centre, 6 Friendly Street, Huddersfield HD1 1RD.
Please click on the links below to jump directly to the information you are seeking:
1. Complaints Procedure – the process|
Stage 1|
Stage 2|
Stage 3|
2. What happens if after Stage 3 of your complaints procedure I am still not happy with the result?|
1. Complaints Procedure – the process (back to the top)|
If you want the matter treated as a complaint we will recognise it as such and start Stage 1 of our complaints procedure. Please follow this link to see our Complaints Policy & Procedure document|.
We will acknowledge complaints within two working days and aim to provide a full response within 10 working days.
There are three stages to the Association’s Complaints Policy.
The stages are:
Stage 1 (back to the top)|
At Stage 1 a Manager of the Association will review and investigate your complaint.
If you remain dissatisfied with the outcome you can request that your complaint is moved to Stage 2.
You should do this within 21 calendar days of receiving our decision.
Stage 2 (back to the top)|
At Stage 2, a Director of the Association will review and investigate your complaint.
If you remain dissatisfied with the outcome you can request that your complaint is moved to Stage 3.
You should do this within 21 calendar days of receiving our decision.
Stage 3 (back to the top)|
At Stage 3 you will be invited to attend a Complaint Appeal Panel Hearing to present your complaint. The panel will normally consist of the Association’s Chief Executive and two Board members. You can also request that a tenant representative of the Connect Residents’ Federation be on the panel. You may bring a friend or representative with you.
If you remain dissatisfied with the panel’s decision and you are either a tenant, leaseholder or housing applicant of the Association, you can refer your complaint to the Independent Housing Ombudsman Service.
2. What happens if after Stage 3 of your complaints procedure I am still not happy with the result? (back to the top)|
If you have gone through our complaints procedure and you remain dissatisfied with the Stage 3 Panel’s decision and you are either a tenant, leaseholder or housing applicant of the Association, you can refer your complaint to the Independent Housing Ombudsman Service.
The Ombudsman provides a free service to tenants and will investigate your complaint. The service is entirely independent of Connect Housing.
The Ombudsman will not consider your complaint until you have fully completed all three stages of Connect Housing’s Complaints Procedure.
The Independent Housing Ombudsman’s contact details are:
The Independent Housing Ombudsman
81 Aldwych, London WC2B 4HN
Tel: 020 7421 3800
Fax: 020 7831 1942
LoCall: 0845 712 5973
Minicom: 020 7404 7092
Email: info@housing-ombudsman.org.uk|
Website: www.housing-ombudsman.org.uk|
Our regulator is the Tenant Services Authority: (back to the top)|
Enquiries Team
Tenant Services Authority
1 Park Lane
Leeds LS3 1EP
Tel: 0845 230 7000
Fax: 0113 233 7101
Email: enquiries@tsa.gsx.gov.uk|
Website: www.tenantservicesauthority.org|
Other people may be able to help you. These may include:
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Citizens Advice Bureau
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Housing Advice Centres
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Law Centres
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Independent Mediation Service
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Your local MP or Councillor
We can help you understand this information in your language.
We can provide documents in large print. Please ask a member of staff.