Complaints - simplified

We take all complaints seriously and want to learn from our mistakes.

We try and resolve all complaints efficiently and fairly, making sure that you are at the heart of what we do. Our internal complaints process has two stages but we aim to resolve your complaint quickly and fairly at stage one, wherever we can.

We are dedicated to resolving issues such as a missed appointment as a service request the first time you get in contact. If we do not get this right, we can open a formal complaint for you.

These issues require an investigation and written response. We will investigate your complaint and aim to give you our written response within 10 working days. If it will take longer than this, we will let you know.

If you’re unhappy with your complaint investigation, you can request a review at stage two. We will investigate your complaint and aim to
give you our written response within 20 working days. If it will take longer than this, we will let you know.

For further information, call us on 0300 1311 999 or email feedback@believehousing.co.uk

We will always try and resolve complaints to your satisfaction. However, if you need extra support or advice during our complaints process, you can contact the following:

Customers can contact the Housing Ombudsman at any point during the complaints process for advice.

Housing Ombudsman:
0300 111 3000
info@housing-ombudsman.org.uk
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET