ComplaintsIf we make a mistake, we will try to put it right for you as quickly as possible
Customer complaints and feedback
We will always try and give the very best customer service but we know sometimes mistakes are made. When things go wrong your feedback helps us put them right and improve our services.
We can often resolve any problems you might have by you simply getting in touch and explaining the problem. This is usually the quickest way to get issues sorted. If you are still not happy with the way we have dealt with your enquiry, you can raise a formal complaint. We aim to resolve complaints within 14 days. We have a complaints policy which goes into further detail about how we will deal with your complaint and what you can expect from us.
What is a complaint?
An expression of dissatisfaction, made in any way, about the standard of service, actions or lack of action by Connect, a member of our staff, or those acting on our behalf, which affects an individual resident or group of residents.
How to make a complaint
To make a formal complaint, you must put it in writing, with enough details for us to understand:
- What your complaint is about.
- What you feel Connect has done wrong.
- What you would like Connect to do.
To make it easy for you, you can complete our online form below.
You can also email us at email@example.com but please include answers to these questions so we can deal with the matter as quickly as possible.
Our process for dealing with complaints
Our process for dealing with your complaint is broken up into three stages.
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. At this point, 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 Connect Housing, 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.
Only once your complaint has gone through our two-stage complaint process, can you wait for a further eight 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.
If you are not happy with one of our services, please let us know so we can try to put things right as quickly as possible.