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Customer complaints and feedback

We will always try and give you the very best customer service but we know sometimes we make mistakes. When things go wrong your feedback helps us right our wrongs 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. You will receive a letter of acknowledgement within 5 working days, and we aim to resolve complaints within 10 working 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 can write to us, email us at complaints@connecthousing.org.uk, fill out the form on this page, or call us on 0300 5000 600. Please provide plenty of detail on:

  • What your complaint is about.
  • What you feel Connect has done wrong.
  • What you would like Connect to do.

The Housing Ombudsman Scheme

The Housing Ombudsman Service is set up by law to look at complaints about the housing organisations that are registered with them. Their service is free, independent and impartial.

They resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities) and  voluntary members. Residents and landlords can contact the Ombudsman at any time for support in helping to resolve a dispute. The service is funded through annual landlord subscription fees.

The Housing Ombudsman publishes a Complaint Handling Code, setting out good practice on resolving complaints,  As members, we are required to assess how compliant we are with the code.  You can view the Complaint Handing Code on the Housing Ombudsman’s website, and you can view our latest self-assessment here.

Towards the end of 2023, the Housing Ombudsman published their Annual Complaints Review for 2022-23.  The full report can be found on their website here.

Connect Housing was included in this report as it was found that we had just tipped over the 50% mark of maladministration with a performance for the period of 54%.  This came from a total of three complaints that have been referred to the Ombudsman last year.

Whilst we are disappointed that our performance led to our inclusion in the report, we are determined to learn and improve.  We have implemented the recommendations from the Ombudsman and we want to be transparent with our tenants about these issues.  The majority of the issues highlighted were where we had failed to adhere to our strict timescales for responding to complaints.

We continue to work hard to improve the service we offer our customers at all times.

Our process for dealing with complaints

Our process for dealing with your complaint is broken up into two 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.

Once your complaint has gone through our two-stage complaint process, can you go refer the matter to the Housing Ombudsman if you are still not satisfied. 
 
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.

Complaints form

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.

By submitting this form, you are agreeing that Connect Housing can store your contact details for the purpose of dealing with your enquiry. If you would like to know why we ask for your data, how we use it and how we look after it, please see our privacy policy.

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Connect Housing Association Limited is a charitable association registered in England and Wales under the Co-operative and Community Benefit Societies Act 2014 (Company No. IP17445R) and with the Regulator of Social Housing (No. L2285).

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