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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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Complaints and compliments

  • Our complaints process
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2 days ago
Selwood Housing

Whether you're looking to pay rent, report a repair or access documents and information that relate to your tenancy, you can find what you need on our website. ... See MoreSee Less

2 days ago
Selwood Housing

Delighted to see this update from the YMCA Green Shoots nursery in Studley Green. The charity was awarded a grant from our Stronger Communities Fund to help block pave a gravelled area of the garden, opening it up for more children to use. The paved areas provide a smooth surface and an area for those who need smaller, quieter spaces to play in. ... See MoreSee Less

Delighted to see this update from the YMCA Green Shoots nursery in Studley Green. The charity was awarded a grant from our Stronger Communities Fund to help block pave a gravelled area of the garden, opening it up for more children to use. The paved areas provide a smooth surface and an area for those who need smaller, quieter spaces to play in.Image attachmentImage attachment+8Image attachment

1 CommentComment on Facebook

More details about our Stronger Communities Fund, as well as application deadlines, can be found on our website: www.selwoodhousing.com/get-involved/funding-and-communities/

4 days ago
Selwood Housing

Many boilers will need to have their system pressure topped up with water at some stage. To check if your boiler needs to be topped up, locate the pressure gauge on the front of the system. If the dial is too low and is in the red, then you will need to repressurise it. If your boiler's pressure is too low, it can prevent the system from heating up efficiently, which could lead to a loss of hot water. If your boiler's pressure is too high, you can request an appointment for our repairs team to come out to your home: ecs.page.link/bbvqK ... See MoreSee Less

Many boilers will need to have their system pressure topped up with water at some stage. To check if your boiler needs to be topped up, locate the pressure gauge on the front of the system. If the dial is too low and is in the red, then you will need to repressurise it. If your boilers pressure is too low, it can prevent the system from heating up efficiently, which could lead to a loss of hot water. If your boilers pressure is too high, you can request an appointment for our repairs team to come out to your home: https://ecs.page.link/bbvqK

1 CommentComment on Facebook

Lol, I topped my pressure up on my boiler after being shown.. but what the engineer forgot to mention is the pressure increases when heating is on anyway, so don't pressurise when off as like me my pressure was over 4 and I needed an emergency call out . It is not as easy as just being shown.

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