We complete a self-assessment in on our complaint handling as required by the Housing Ombudsman.
We aim to give every customer the best service we can and hearing what you think about our services, good or bad, is really important.
To make a complaint you can:
Details of how you can contact us are also available on the Contact us page. When you have made your complaint a member of our team will contact you to discuss the matter further.
Information on how we handle complaints, our complaints policy and how you can access the Housing Ombudsman service can be found within the ‘How we handle complaints’ section below.
For further information on how Citizen processes your personal data, please read our appropriate privacy notice.
We welcome feedback from our customers as it helps us to improve our services. Thank you for taking the time to feedback.
According to the Housing Ombudsman Code, the definition of a complaint is:
“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”
We won’t normally consider complaints about a problem that happened more than six months before the complaint is made.
Read our complaints policy
We complete a self-assessment in on our complaint handling as required by the Housing Ombudsman.
We will do everything we can to to resolve as many complaints as possible, directly with you and our frontline teams within three working days.
If we need to find out more before we can deal with your complaint, or you are unhappy with our initial resolution, we will register your complaint at stage 1 of our complaints procedure.
A summary of what to expect when handling your complaint:
If you are dissatisfied with the way we are handling your complaint, you can refer your complaint to your local councillor, MP or a recognised tenant panel.
The Housing Ombudsman can also be contacted directly. The Housing Ombudsman Service contact details are:
Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
0300 111 3000 (Lines are open Monday – Friday 09:15 – 17:15)
Visit the Housing Ombudsman
If you’re happy with the services we provide we’d love to hear about it.
The easiest way to give us a compliment is through My Account or you can contact us.
You can also review us on Trustpilot so that others see what you think about our service.
Contact us
When we receive feedback we always do everything we can to act on it.
Click here for recent examples of action we have taken based on your feedback.
