How to make a complaint
We hope you never need to complain, but when things go wrong we want to know. We welcome complaints as an opportunity to put things right and improve our services. You don’t need to use the word “complaint” — if you tell us you’re unhappy with something, we’ll treat it as one.
You can complain in whichever way suits you:
- Email: [email protected]
- In person at our office: 68 Walton Vale, Liverpool, L9 2BU
- Telephone: 0151 474 1090 or 07834 164505
- Face to face to any member of staff
- Email the property manager: [email protected]
- Through a third party, such as an advocate, support worker, MP or Councillor
If you need any reasonable adjustments to make the complaints process more accessible, let us know and we’ll discuss them with you.
What happens next
Our complaints process has two stages, in line with the Housing Ombudsman’s Complaint Handling Code:
- Stage 1 — We’ll acknowledge your complaint within 5 working days and give you our written response within 10 working days of that acknowledgement. If we need more time, we’ll explain why and when to expect our response.
- Stage 2 — If you’re not satisfied with our Stage 1 response, you can ask us to escalate within 15 working days. A member of staff not previously involved will review it and respond within 20 working days. This is our final response.
The Housing Ombudsman
We are members of the Housing Ombudsman Scheme. You can contact the Ombudsman at any point during your complaint for advice, and if you remain dissatisfied after our final response you can refer your complaint to them. The service is free, independent and impartial.
- Online: www.housing-ombudsman.org.uk
- Phone: 0300 111 3000 (Mon–Fri, 9am–5pm)
- Post: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Our full Complaints and Compliments Policy, including how we put things right and our compensation guidelines, is available on our Policies page.