Complaints - Your questions answered
What happens after I have made a complaint?
There are three stages to our complaints procedure, we try to resolve all complaints made to us at the first stage.
Stage 1 Complaint
A new complaint will be investigated by the manager responsible for the service you are complaining about.
We will acknowledge your complaint within 5 calendar days and aim to provide a written response in 25 calendar days.
Stage 2 Review
If you are unhappy with the response to your complaint you will then have 40 calendar days to ask for it to be reviewed by a senior manager or Director. You will receive an acknowledgement in five calendar days and we aim to provide you with a written response in 14 calendar days.
No new issues will be considered at Stage 2.
Stage 3 Appeal
Stage three is the appeal stage and the final part of our complaints procedure. You have 40 calendar days to ask for your complaint to be considered at stage three.
You have a choice about how your appeal is dealt with. You can choose a paper review where a member of our Executive Team will review your complaint and write to you with an outcome or a panel hearing which you can attend to put your case to a panel of three independent people. No new issues will be considered through the appeals process.
The panel will always include a customer representative and a Board member. If you opt for a panel hearing you can bring someone with you for support.
We aim to tell you the outcome of your appeal within 40 calendar days.
What is not covered by the complaints procedure?
Our complaints procedure does not cover appeals for lettings or starter tenancies, reports of antisocial behaviour or hate crime or matters where legal action is being taken. We will not accept complaints about issues that are over 60 calendar days old and there are also certain circumstances where we will not accept complaints to the next stage of our process, these are:
• If you want an increased offer of compensation, as long as our original offer was made correctly and in line with our compensation policy
• If you are dissatisfied with the content of a policy, procedure or service standard
• If you have previously made a complaint about the same issue and it has been fully responded to or if we think your complaint is vexatious
What support is available to me?
If you need help or support with your complaint you may want to ask someone to act for you, for example a friend or relative, or an organisation like Age UK or the Citizens Advice Bureau. Where necessary we can arrange:
• For translation and interpretation services, including sign language, to be made available
• To accept and respond to correspondence in any language, large print or in Braille
• For the services of an advocate to be made available
What do I do if I am still unhappy?
Aldwyck is a member of the Housing Ombudsman Service. The Ombudsman looks at how landlords have handled complaints and decides if they have been treated fairly. The Ombudsman can be contacted at:
Housing Ombudsman Service
Exchange Tower, Harbour Exchange Square
London E14 9GE
0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)
Email the Ombudsman Service
The Ombudsman will only investigate your case if at least eight weeks have passed since you received your final response from us. If you do not want to wait eight weeks you can ask for your complaint to be reviewed by a designated person. A designated person is an MP, local authority councillor or a recognised tenants panel.