A group of customers who meet quarterly to review how we handle complaints.
We are sorry when things go wrong, and we want to hear from you if you are unhappy with us in any way.
We take all complaints seriously and record a learning outcome from every complaint made to Selwood Housing, to help us improve our services. You can read our latest compliments and complaints report here.
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.
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.
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.
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.
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.
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.
A group of customers who meet quarterly to review how we handle complaints.
Visit the government's 'Make things right' website here.
If you can't find what you're looking for please contact us at info@selwoodhousing.com
Over the last year, we’ve shared with you some of the feedback from our quarterly customer satisfaction surveys. These surveys, carried out by Acuity on our behalf, are part of the tenant satisfaction measures (‘TSMs’) introduced in 2023 by the Regulator of Social Housing.
All social housing landlords must carry out surveys with their tenants using a set of twelve TSM questions. Alongside these survey questions, landlords must also collect data and publish ten management information measures that focus on operational areas, such as safety and compliance.
We now have our first full year of these TSM results, and we’re pleased to report that for each survey measure our results are in the top 25% of our peer group of housing associations.
You can view our full TSM results, including survey and management information measures, on the new Tenant Satisfaction Measures page of our website: ecs.page.link/bDNRG
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Our grounds maintenance contractor John O'Conner Grounds Maintenance Ltde Ltd has designed a dedicated website where you can find out when they're due in your area. Due to busy periods and weather conditions, we cannot give exact dates when works will be carried out, please use this schedule as a guide. Selwood Housing – John O'Conner Local ecs.page.link/7Bx5g
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I've no words for how I feel about the the person who did the grass again.
I have to say the new team (about a year now) are very good a bit messy at times but wet grass what can you do. They seem to be up at least once a month.
Wiltshire Council is developing its 2024-2029 Accommodation Strategy and seeks input from older residents on maintaining independence in their homes. If staying at home is impractical, the Council aims to understand how local services can be improved to feel like home for residents. Your feedback in this survey will help shape the strategy and inform future housing needs for older people in Wiltshire.
Follow this link to the survey it should take no longer than 10 minutes and will really help Wiltshire Council understand the potential needs and wishes of those aged 50+ Accommodation Strategy Survey ecs.page.link/k8bBw
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Done and done asked for the warden to be reinstated ridiculous the council took them away
