Skip to main content

Customer compliments and complaints

We will always try and give you the very best customer service. We know sometimes things go well and sometimes we make mistakes. Your feedback helps us to 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 compliments and complaints policywhich 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 andleaseholdersof 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.

Annual Complaints Review and Service Improvement Report

The new statutory Housing Ombudsman (HOS) Code requires landlords to publish an Annual Complaint Performance and Service Improvement Report on their website. Our report for 2023-2024 is available to read now.

Our governing body responded to the Annual Complaints Performance & Service Improvement Report, saying: 

“Connect’s Board always values feedback from our customers. We are building a positive complaints culture to enable us to support our customers and improve our services. The Annual Review of Complaints report confirms our compliance with the Housing Ombudsman’s Complaint Handling Code and identifies areas of focus. We are committed to monitoring and addressing feedback and continuous improvement of our practices.” – Claire McManus, Member Responsible for Complaints, Board Member

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.

Our process for dealing with complaints

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

At Stage 1, we will acknowledge your complaint in five working days.

Your complaint will be assigned to a service manager or head of service who will investigate your complaint. We will contact you to discuss your complaint in more detail. We will respond in full to your complaint within 10 working days.

We may need to extend this timescale depending on the complexity of the complaint. If we do, we will inform you of this.  Any extension will not be more than 10 working days, unless in exceptional circumstances which will be agreed with you.

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.

If all or part of the complaint is not resolved to your satisfaction at Stage 1, it must be progressed to Stage 2. Stage 2 is Connect’s final response.

At Stage 2, we will escalate and acknowledge your complaint in five working days.  Your complaint will be assigned to a director to investigate.

We will contact you to discuss your complaint in more detail.

We will issue a final response to the Stage 2 within 20 working days of the complaint being acknowledged.

Where we are unable to provide a full response within 20 working days, we may need to extend this timescale depending on the complexity of the complaint and will inform you of this. Any extension will not be more than 20 working days, unless in exceptional circumstances which will be agreed with you.

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, you can refer your complaint to the Housing Ombudsman. This can only be done after you have received our final response to your complaint and have therefore fully exhausted our complaints process.

Once your complaint has gone through our two-stage complaint process, and you’re a tenant, leaseholder or housing applicant of Connect Housing you can 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.

Compliments and complaints forms

Copyright © Connect Housing

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).

Privacy statement | Disclaimer | Terms and conditions