Complaints & Feedback
Your experience matters to us, so whether we get it right or wrong we want to hear from you. We are committed to providing excellent customer service and we welcome positive feedback from our customers. It's important to understand what we are doing well.
However, we recognise that sometimes things do go wrong and on occasions our services have not been good enough, giving residents cause for complaint. If our services haven't been good enough, let us know. We want to have the opportunity to investigate where we have gone wrong, apologise for any failings and ultimately, improve the service you receive.
How to make a complaint
If you are looking for additional information or are requesting a service, it may not be a complaint. If this is the case, you can:
If this is not the case, you may want to make a complaint. You can do this by filling in our Complaint Form.
Alternatively, you can:
- phone us on 0800 9170839 (Freephone) or 020 8996 4200
- contact us via social media
- contact us via post
- visit us in person, but please make an appointment in advance
How to provide feedback or a compliment
Our complaints process
At stage 1, your complaint will be handled by our independent Customer Resolutions Team who have the authority and autonomy to resolve disputes quickly and fairly. They aim to contact you to acknowledge your complaint within two working days, followed by a formal written response to your complaint within 10 working days.
You have the right to escalate your complaint if you are not satisfied with our response and you must do this, in writing, within 14 days of our stage 1 response, explaining how and why you are dissatisfied and what hasn’t been resolved. You are encouraged to also state in your request what you expect from the resolution. We will acknowledge the escalation and consider who is most appropriate to examine the actions and decisions taken at stage 1 to ensure that they were thorough, objective and fair as well as taking into account any additional evidence. The person considering the complaint at Stage 2, will be a Manager or Director who has not considered the complaint at Stage 1. After these two stages are completed, if you still remain dissatisfied, you can escalate your complaint to the Housing Ombudsman.
When you make a complaint
When you make a complaint, we will:
- Acknowledge within 2 working days
- Investigate what happened
- Respond within 10 working days
You can request an escalation to Stage 2 if you remain dissatisfied.
We will also:
- Check that we've followed our policies
- Check that we responded correctly
- Explain your right to external adjudication
Who can complain?
Anyone who uses or receives a service from Shepherds Bush Housing Association can complain.
You can read our Complaints Policy here: Complaint Policy
Examples of Complaints:
- We have failed to respond to your initial enquiries
- Our staff or contractors were unhelpful or were not polite
- We gave unclear, misleading or unsuitable advice
- Our services were not to a good standard and we did not rectify this
- The length of time taken to provide a service and resolve an issue exceeded our service promise
- Failure to keep you informed of a decision we made
If we log your enquiry as a formal complaint, we’ll get back to you within two working days via email. We will respond fully to your complaint within 10 working days. If we need more time to carry out an investigation or to gather more information, we will let you know.
What is not covered by the Complaints Policy
We will not log your enquiry as a formal complaint if it is about:
- A repair, provision of service or action, if the target completion date has not yet passed
- A request for information
- A first-time service request
- Neighbour disputes (please read our Anti-Social Behaviour policy). We will check if our ASB policy and process has been followed correctly.
- A problem that you have known about for over six months before making a complaint about it
- Legal action which you are currently taking against us and which has to do with the same complaint you have made
- Service charge disputes
Going to the Housing Ombudsman
If you've been through our complaints procedure and are still unhappy, you can contact the Housing Ombudsman Service which was set up to resolve disputes involving the tenants and leaseholders of social landlords. The service is free, independent and impartial.
You should be aware however, that in the majority of cases the Housing Ombudsman will only consider a complaint once it has been through our internal complaints procedure.
You can contact the Housing Ombudsman Service at:
- Housing Ombudsman Service
PO Box 152
0300 111 3000
In July 2020 the Housing Ombudsman published a new Complaint Handling Code which provides good practice for landlords on fair and effective complaint handling. The Housing Ombudsman will expect any case coming to their attention to have been managed in line with the new Code which was amended on 1 April 2022 to strengthen the code and reinforce the need for a positive complaints handling culture.
Housing Ombudsman's Complaint Handling Code
We welcome the new Ombudsman’s Complaint Handling Code . We have worked with input from the Housing Ombudsman on improvements. Our Resident Scrutiny Panel has been an active partner in this. It reviewed our complaints performance against the new Ombudsman’s code and the results of this are published here.
We support how the Ombudsman is actively involving residents in its service and have promoted opportunities to be involved in this to our residents.
Landlords have needed to demonstrated compliance by 1 October 2022. Landlords must carry out an annual assessment against the Code to ensure their complaint handling remains in line with the amended Complaint Handling Code. Our self-assessment is published here.