We are committed to providing a high standard quality service to all our customers and clients in an efficient, effective and economic way.
We understand that sometimes things do go wrong, and when this happens we want to be able to resolve the problem for you as quickly as possible.
Our preference is to deal with your issue there and then at the first point of contact.
If that's not possible, we will look into the problem as a service failure, and aim to provide an explanation and resolution within four working days.
If this isn't possible, our complaints process applies, which consists of two stages and is in line with the Housing Ombudsman Service Complaint Handling Code.
You can make a complaint if you’re unhappy with any aspect of our services. Please tell us so we can put things right. Typical examples include:
- we have failed to do something we should have
- we did something wrong or to a poor standard
- we have not treated you in a professional manner
- process followed to determine a service charge increase (but not the level of an actual increase).
The following do not fall under the Complaints Policy:
- reporting a repair or defect to us for the first time
- asking for an update on a repair or defect
- a request for general information
- asking for a service from us
- the level of a rent or service charge increase
- reporting a problem with your neighbours, or other neighbourhood issue - please see our information about noise and antisocial behaviour
- if you have a personal injury or insurance claim.
If you would like additional assistance at any point of your complaint journey a trained Customer Voice Mentor can be assigned to provide this support.
How Can I Make A Complaint?
Complaints can be made in any of the following ways:
- In writing by letter or using a complaints form;
- In person at our office at Coastline House;
- By creating a case using My Coastline;
- By telephone to our Customer Access Team or the Complaints Officer on 01209 200200; or
- Via our website.
A member of our staff can visit you in the privacy of your home to take details of your complaint. Alternatively, a private room can be made available at Coastline House.
If you need any help to make a complaint, just ask a member of our team. All our staff are trained in our complaints procedures.
Complaint Stage 1
Your complaint will be acknowledged by the Assistant Company Secretary within five working days from receipt.
The acknowledgement will confirm who the Investigating Manager of your complaint will be. This Manager will arrange to visit you, or speak to you if you would prefer us not to visit, to ensure they have all the information required in order to undertake a thorough investigation. A full reply will then be sent to you by email or letter within ten working days of your complaint being acknowledged.
If you remain unhappy with the reply, you have the option to request that your complaint is reviewed by a Panel at Stage 2. You simply need to contact the Assistant Company Secretary to request progression.
Complaint Stage 2
Once we receive a request to progress a complaint to Stage 2, your request will be acknowledged by the Assistant Company Secretary within five working days of receipt.
A Panel Review will be held and you will be provided with a written response within twenty working days from your Stage 2 complaint being acknowledged.
At the Panel Review you will be given the opportunity to meet privately with the Panel to advise why you have not been satisfied with the investigations or findings so far. This is an opportunity for you to outline in your own words how the complaint has affected you and any other impact the decisions made to date have had on you.
We will liaise with you regarding a convenient date as it is important that you attend so the Panel is able to talk to you direct. You are welcome to bring a (non-legal) friend, family member or your Complaint Mentor with you for support as we understand this can seem like a rather daunting experience. We just ask that you advise the Assistant Company Secretary in advance who will be attending.
The Panel will consist of a Member from our Executive Team, a Customer Member from our Customer Experience Committee and a Non-Executive Director who will Chair the Panel. A member of our Complaints Team will also be in attendance to take notes and a copy will be provided to you with the Panel's findings. If you are unable to attend in person we are able to offer either a Panel Review to be held remotely via Teams, or a reduced Panel of one Executive Team member plus a colleague from our Complaints Team for note taking who will meet with you in your home.
Housing Ombudsman Service
Customers have the right to refer their complaint for early advice to the Housing Ombudsman Service. Find out more in its Complaint Handling Code or make contact by phone, letter, or through the website.
Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
Home | Housing Ombudsman Service (housing-ombudsman.org.uk)
Our Complaints Policy is in compliance with the Housing Ombudsman Service updated Complaints Handling Code which came into force 1 April 2024.
If you would like assistance in completing this form a Customer Service Advisor or any member of our staff will be pleased to assist.