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.
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
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.
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.
Read our self-assessment against the code.
Read our response to a maladministration finding.
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.
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
Tuesday is the deadline for customers to contribute to our 2024 Customer conversation. We use the results of these three-yearly surveys to create effective and appropriate involvement opportunities for our customers. We will also share them with the rest of the organisation so that all of our services can continue to be developed with the customer in mind. We had a great response to our last all-customer survey. You can see the results and what we did with them here: ecs.page.link/Fxivi
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World Menopause Day is celebrated every year on 18th October. It was founded by the International Menopause Society which brings together the world’s leading experts on menopause and midlife women’s health to improve the experience of women globally. The theme for World Menopause Day 2024 is Menopause Hormone Therapy (commonly known in the UK as HRT) - head to their website where you can find lots of information on the topic.
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I don't think us men quite get what a physically, mentally challenging time this can be for a woman, watching my wife go though this is horrible, so I can't even imagine what it's like for her. Great to see your brining this awareness out there. Xxxx
Meet Luke, a multi-skilled plumber here at Selwood Housing. Day-to-day, his role includes installing boilers, radiators and heating systems. Luke has worked with us for 20 years now, starting as an apprentice, gaining experience, new skills and qualifications along the way.
Read more about his career pathway and the work he does on his meet the team profile here: ecs.page.link/vTvRE
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Think the houses should be checked with thermal camera to see where the heat is going
Windows that close properly would be a start. But no! You want to wait till late next year! Baring in mind you let us move in like this a year ago!!!
U can keep them out my home, finally getting my flooring put right, between them and the twat who passed the hamster rule, they have trashed my kitchen floor!!!
