Make a comment, complaint, compliment or suggestion.

SLH believe that our customers have a right to be heard, listened to, understood and treated with respect. We work hard to be open and accessible to everyone.

We welcome feedback from our customers, including complaints and compliments and carry out regular transactional and perception customer satisfaction surveys. We also provide wider opportunities for our customers to provide feedback, shape and influence service provision, be involved in decision making and hold us to account.

A service request is a request from a resident to SLH requiring action to be taken to put something right. Service requests are not complaints, but must be recorded, monitored and reviewed regularly.

A complaint is defined as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’ A customer does not have to use the word ‘complaint’ for it to be treated as a complaint. A complaint that is submitted via a third party or representative will be handled in line with this policy. Customers will be given the choice if they wish to make a complaint, if they are unhappy about our services.

SLH have a two stage complaints process.

Summary of the SLH Complaints Procedure

At the completion of each stage of the complaints process SLH will write to the
customer advising them of the following:

a. the complaint stage;

b. the complaint definition;

c. the decision on the complaint;

d. the reasons for any decisions made;

e. the details of any remedy offered to put things right;

f. details of any outstanding actions; and

g. details of how to escalate the matter if the individual is not satisfied with the response.

As part of the complaint policy the customer shall be given a fair opportunity to:
• set out their position
• comment on any adverse findings before a final decision is made

At anytime in the process a customer can contact the Housing Ombudsman Service for advice. Once SLH Complaint’s Policy has been exhausted, customers have the right to refer the complaint to the Housing Ombudsman Service, of which SLH is a member.

Further information is available at Contact us: Housing Ombudsman Service (housing-ombudsman.org.uk) or call on 0300 111 3000 or write to Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET.

A copy of the Complaints Policy is available to review.

 

The Housing Ombudsman Service (HOS) Complaint Handling Code

The SLH Board approved South Lakes Housing’s self assessment against the revised Housing Ombudmsan Service Complaint Handling Code in March 2024, in line with the Code and you can find it here – Complaint Handling Code Self-assessment form 2024-25.

Feedback Form

To provide your feedback on our services please complete the form below. Any requests will be sent directly to our customer service team who will respond within 5 working days.

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    Everyone deserves a safe and secure home.

    If you live in social housing and you have an issue with your home or your landlord, there are ways to make things right.

    There is information on the Make it Right website on how to follow the 3-step process to resolve any instances quickly.