Complaints Connect are committed to providing an excellent service, however where we make a mistake, we always try to put it right. We can often resolve any problems simply by you contacting us and letting us know you are not satisfied. This is often the quickest way to get any issues rectified. If you are still not satisfied with the way we have dealt with your enquiry, you can raise a formal complaint. We aim to resolve complaints within 14 days.
What is a Complaint
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.
How to make a complaint
To raise a formal complaint, you must submit your request in writing. You should provide sufficient information for us to understand;
- What your complaint is about
- What you feel Connect has done wrong
- What you would like Connect to do about the issue
You can download our form here or collect a complaint form at any of our offices, or call and we’ll post one out to you. Alternatively, you can complete the online complaint form below.
You can also email us at email@example.com but please ensure you provide the answers to the three statements above. If you do not provide this information requested, we may return the complaint form to you or contact you for further information. We will contact you to confirm we have received your complaint.
At Stage 1, a Manager or Senior team leader will investigate your complaint. We may contact you to discuss your complaint in more detail. We aim to respond to you in writing within 14 days with a full response to your complaint. Where we are unable to provide a full response within 14 days, we will contact you regularly to keep you informed. If you think our response does not fully resolve your complaint, please tell us what the remaining problem is. You can request that your complaint is moved to Stage 2. You need to tell us this within three weeks of the date of our full response.
At Stage 2, a Director will investigate your complaint. We may contact you to discuss your complaint in more detail. We aim to respond to you in writing within 14 days with a full response to your complaint. Where we are unable to provide a full response within 14 days, we will contact you regularly to keep you informed. If you think that our Stage 2 response has still not resolved your complaint and you are a tenant, leaseholder or housing applicant of the Association, you can refer your complaint to your local councillor, your local MP or a recognised tenant panel who will try to help you resolve your complaint or, at your request, refer your complaint immediately to the Housing Ombudsman Service
Escalating your Complaint to the Housing Ombudsman
Once your complaint has completed our Complaint Process, you can wait for 8 weeks (from the date of your decision letter) and then go directly to the Housing Ombudsman. The Ombudsman provides a free and independent service to tenants and will investigate your complaint. The service is entirely independent of Connect. However, the Ombudsman will not consider your complaint until you have completed both stages of our complaints process.
For more information, please visit the Housing Ombudsman