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Tenant’s Complaints Procedure

The Housing Association has a set of formal procedures to deal with any complaints as set out below:

Complaints by tenants

Stage 1 – Any complaints should initially be raised through the office with the Company Secretary or Administrator which will be logged and responded to. 

Stage 2 – Should the complaint not be satisfactorily resolved, or it relates to the actions of the employees of the Association, then it should be raised with the allocated tenant representative. Initially this can be verbally, but it must be followed up in writing. 

The tenant representative will then investigate the complaint and report back to the tenant on the decision made.

Stage 3 – Should the complaint still not be satisfactorily resolved then a letter detailing the complaint should be sent to the Chairman care of the office to be discussed by the board of directors. 

A formal written acknowledgement of its receipt will be sent to the tenant, and followed by written confirmation of the decision made and any actions taken.

Stage 4 – In the event that the tenant feels that the complaint remains unresolved then it should be taken up with the Housing Ombudsman, contact details below:

Phone: 0300 111 3000 9.15am - 5.15pm, Mon to Fri

Write to: Housing Ombudsman Service

PO Box 152 Liverpool L33 7WQ

Complaints by the Association

In the event that the Housing Association considers that a tenant is not fulfilling their obligations under the tenancy agreement, then the following steps will be taken.

Step 1 – The tenant will be contacted in writing, either by letter or email, detailing the area of concern, and identifying the steps that need to be taken to resolve the issue, along with the time scale in which it must be done. 

Step 2 – On the specified date above an officer of the Association will check to confirm whether or not the required actions have been taken and the issue fully resolved. 

i) If they have then no further action will be taken.

ii) If they have not then the officer will take a view as to whether allowing a short additional amount of time is appropriate to complete the work, or whether it is unlikely to be satisfactorily resolved.

Step 3 – If it has not been resolved, and depending on the nature of the problem, the Association may decide to take steps to sort it out, and any costs involved will be recovered from the tenant.

Step 4 – Should the problem still remain unresolved, then the tenant will be notified in writing that they are in breach of their tenancy agreement, and that further action will be taken.

Step 5 – The issue will be discussed by the directors and a plan of action agreed upon. This will be communicated in writing to the tenant in order to give them the final opportunity to resolve the problem, along with the consequences of not doing so.

Step 6 – The Housing Association will take legal action to resolve the issue, which could include repossession of the property.

The Association will take every opportunity to resolve issues with its tenants. However where problems with regard to the condition of the property or those that adversely affect neighbours come to light, and the tenant refuses to take action to rectify them, then the Association will take whatever steps are necessary to resolve the issue.