The complaints process
If you are unhappy with something we have done, please tell us. You do not need to use the word “complaint” – if you are dissatisfied, we will treat it as one and take it seriously.
What is a complaint?
A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by us, our colleagues, or those acting on our behalf, affecting an individual customer or group of customers.
When you ask us to put something right, this is called a service request. Service requests are not complaints and could include things like asking us to fix a repair, to remove fly-tipping or to report antisocial behaviour.
How to complain
The quickest and easiest way is to complete our online form.
You can also:
- call us on 0300 555 6666
- visit us at 100 Hatherton Street, Walsall, WS1 1AB
- write to us at the same address
- ask someone to contact us on your behalf
- sign in to your online account and choose ‘contact us’
You can make a complaint in the way that suits you best.
What happens next
We will first look at whether your issue can be resolved quickly, usually within five working days. If it can, we will contact you to agree the next steps.
There are two stages in our formal complaints process:
Stage 1 – Investigation stage
We will acknowledge your complaint within 5 working days of receipt and send you a formal response within 10 working days of the complaint being acknowledged.
Stage 2 – Review stage
We will acknowledge your request within 5 working days of receipt and send you a formal response within 20 working days of your request being acknowledged.
More information on our complaints procedure can be found in our complaints policy.
The Housing Ombudsman Service
You can contact the Housing Ombudsman Service at any point during the complaint process. It cannot investigate your complaint whilst it is going through our complaints procedure, however they may be able to help us in reaching a resolution.
You can contact the Housing Ombudsman Service via telephone on 0300 111 3000, on email at info@housing-ombudsman.org.uk, through their website at www.housing-ombudsman.org.uk or via post to Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET.
You can view the Housing Ombudsman Service Complaint Handling Code.
