Six Town Housing are committed to delivering the best possible service at all times but if things have gone wrong you can help us to learn from this and put things right. We will not investigate a complaint where either party has started legal action such as enforcement action as the issues will be resolved by a court.
Any customer of Six Town Housing including leaseholders. Anyone may complain on behalf of customers with written and signed permission to discuss by the customer being represented.
Click here to view our Permission to Discuss Form if someone one is complaining on your behalf.
A complaint would be in response to a service provided by Six Town Housing that a customer is disatisfied with. This could be about an unacceptable delay, the quality of the service provided or about a member of staff.
Things that can be considered to be a complaint:
Things that cannot be considered as a complaint:
If you have received a service within the past six months that you are not satisfied with please contact us. You can do this by letting us know or via someone acting on your behalf.
When reporting your complaint:
1. Please tell us what the problem is and what action you think should be taken to resolve it?
2. Please let us know if you need any assistance to raise your issues.
3. Please let us know if you have any vulnerabilities that you wish us to consider as part of this complaint.
We will always ensure that reasonable adjustments are made to help customers access and use our services. If you have trouble making a complaint or want this information in another language or format (such as large font or Braille) please contact us.
When you first let us know there has been a problem, we will try our best to resolve it by get an Urgent Action request to a manager to call to discuss your problem and hopefully fix it quickly.
If we are not able to do this to your satisfaction you can tell us you want to formally complain.
Complaints can be made by yourself or another tenant or group of tenants you nominate and give authority to act on your behalf to make the complaint.
Please include your name, address, email and contact number and tell us what the problem is and what action do you think should be taken to resolve it? You can contact us by:
We will log and acknowledge your complaint within 1 working day of receiving it. Stage 1 Complaints are investigated by a dedicated Complaints Co-ordinator. As part of looking at your complaint every attempt will be made to call you and discuss the complaint and agree the issues to investigate unless you prefer not to.
A Complaints Co-ordinator will investigate your complaint and respond to you within 10 working days from when we received it. If, for any reason, we are not going to be able to respond within this time frame we will call you to explain why and agreed a timescale with you and we will confirm in writing the new timescale.
If you have made us aware of reasonable adjustments that you require to support you to make the complaint we will put that in place and reply in a way that suits your needs such as large font emails.
Stage 2, Complaint Appeal:
Hopefully things can be sorted to your satisfaction at Stage 1 of our complaints process but if they can’t, or if you are still not happy with our response you can appeal.
You can appeal your complaint by tell us why your remain not satisfied and what you are expecting Six Town Housing to do to put it right. Your appeal will be acknowledged within 1 working day and be considered by a Business Manager within 10 working days. A Business Manager will call you to discuss the appeal unless you prefer not to and the issues you remain not satisfied with.
If, for any reason, we are not going to be able to respond within this time frame we will call you to explain why and agreed a timescale with you and we will confirm in writing the new timescale.
If you still remain unhappy about you complaint then you have the option to take your complaint to The Housing Ombudsman Service. They will usually expect you to have told us about your complaint and have given us a chance to put things right. The Housing Ombudsman Service can be contacted in the following ways:
The Housing Ombudsman revised their Complaints Code in 2022 and asked all Landlords to complete a self-assessment against the new code. View our assessment here.
As a result of this self assessment we have also created a Reasonable Adjustments Policy which describes how we are committed to ensuring that disabled residents are not disadvantaged in accessing our services.