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Our-complaints-process.

Our complaints process

What counts as a complaint?

A complaint can be made when we’ve:
▪ Failed to provide a service when agreed.
▪ Provided a poor standard of service.
▪ Made a mistake in the way we’ve provided the service.
▪ Failed to meet our existing service standards.
▪ Failed to follow our policies correctly.

We will accept complaints when referred to us within 12 months of the issue occurring, or the individual becoming aware of the issue.

There are some circumstances when we won’t accept a complaint. This might be because the issue is better dealt with under one of our other policies such as our anti-social behaviour policy. Complaints about a member of staff will be dealt with by their line manager. Complaints about policies will be dealt with by the policy owner. Complaints about our financial services are considered regulated complaints, and must be dealt with in a particular way.

Find out more in our complaints and compliments policy here.


Stages of the complaints process

Stage one

We will acknowledge a complaint within 5 working days of being received. The complaint will be assigned to a member of staff with the most relevant knowledge and expertise, usually a team manager. They will hold an investigation and issue a full response within 10 working days of the complaint being acknowledged.

If you are unhappy with the response you can request that the complaint be escalated to stage two.

Stage two

We will acknowledge the request within 5 working days of being received. We will ensure the matter is dealt with by a different person to stage one. We will issue a final response within 20 working days of the complaint being escalated.

If you are still dissatisfied with the outcome, you can escalate the matter to the Housing Ombudsman Service.

Completion

A complaint will be closed 28 days following our response or earlier if you have confirmed you are satisfied with the outcome.

Find out more in our complaints procedure here.


Housing Ombudsman

You can contact the Housing Ombudsman at any time while a complaint is going through the complaints process for advice and to help find a resolution. However, the Housing Ombudsman cannot make a formal decision on a case at this stage.

Once you've been through our complaints process, if you remain dissatisfied with our response you can ask the Housing Ombudsman Service to investigate how we dealt with the matter.

Read the Housing Ombudsman's Complaint Handling Code here.

Read our self-assessment against the code here.

Read our response to a maladministration finding here.


Contacting us

Complaints can be sent from any source. This includes letters, emails, telephone, face-to-face conversations, satisfaction surveys, Facebook or other social media.

Find out how to contact us here.

Customer complaints forum

A group of customers who meet quarterly to review how we handle complaints.

Visit the government's 'Make things right' website here.

Can't find what you're looking for?

If you can't find what you're looking for please contact us at info@selwoodhousing.com

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2 days ago
Selwood Housing

It's the perfect time to get in to your garden and spruce it up for the summer months and we've got you covered with our top tips and advice… ... See MoreSee Less

4 days ago
Selwood Housing

Our Stronger Communities Fund is a grant scheme aimed at improving the lives of our customers and the communities where they live. Trowbridge Future, a local charity, recently relocated to a new home in the shires shopping centre with support from the funding we provide. The new venue has a lot more space, including a private booth for appointments, comfy sofas, craft provision, and a new much-needed office for staff.

The current application window for the Stronger Communities Fund closes on the 31st July and further details can be found on our website: ecs.page.link/voeYM
... See MoreSee Less

Our Stronger Communities Fund is a grant scheme aimed at improving the lives of our customers and the communities where they live. Trowbridge Future, a local charity, recently relocated to a new home in the shires shopping centre with support from the funding we provide. The new venue has a lot more space, including a private booth for appointments, comfy sofas, craft provision, and a new much-needed office for staff. 

The current application window for the Stronger Communities Fund closes on the 31st July and further details can be found on our website: https://ecs.page.link/voeYM
1 week ago
Selwood Housing

As we come to the end of #RuralHousingWeek here's an update from our development team on properties completed and work starting:

"Between April and June 2024 we have completed 39 homes: 13 shared ownership and 26 for rent.
These have been completed across sites in Wiltshire and Somerset including: #Wells #Westbury #Malmesbury #Chippenham and #Warminster. Later in the summer, running into September we have 33 more homes coming in Chippenham Warminster and Malmesbury. We have also signed contracts for two new sites: 12 homes in #Frome on Adderwell Road and 21 homes in Little Keyford." - Paul Walsh, Group Development Director

Selwood Sales
... See MoreSee Less

As we come to the end of #RuralHousingWeek heres an update from our development team on properties completed and work starting:

Between April and June 2024 we have completed 39 homes: 13 shared ownership and 26 for rent.
These have been completed across sites in Wiltshire and Somerset including: #Wells #Westbury #Malmesbury #Chippenham and #Warminster. Later in the summer, running into September we have 33 more homes coming in Chippenham Warminster and Malmesbury. We have also signed contracts for two new sites: 12 homes in #Frome on Adderwell Road and 21 homes in Little Keyford. - Paul Walsh, Group Development Director

 Selwood Sales
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