Choice Housing is committed to monitoring the quality of service delivery we provide so we can continually work to improve it. We recognise the importance of feedback and welcome complaints which we aim to handle quickly, effectively, and in a fair and honest way.
You may make a complaint via a number of ways including verbally, face-to-face, in writing, by phone, email or letter. Where you make a complaint verbally, the staff member recording the complaint will ask you to sign your agreement that the complaint has been recorded accurately. This is called a Stage 1 complaint.
Unless exceptional circumstances apply, you must make the complaint within six months of when you first knew of the problem or within two months of a Service Request response, whichever is later. Once your complaint has been recorded, the Corporate Services Complaints Officer (CSCO) will be in touch with you to acknowledge receipt of your complaint within three working days and to clarify the outcome you would like to see.
Where the points of the complaint and outcome sought are not clear, the CSCO will normally need to speak to you (by phone or face-to-face). In some cases, it may be possible to clarify complaints in writing. This is to ensure that there is a shared understanding of the complaint between you and Choice.
A full response will be provided to you as soon as possible but not later than 20 working days from the time your complaint was received for investigation. If your complaint is complex and it becomes clear that it may not be possible to meet the 20-day timeframe, the CSCO will advise you of the delay including an explanation for this delay.
The response provided to you will explain if your complaint is resolved, upheld, partially upheld or not upheld.
Download a copy of the Complaint Leaflet below to find out further information.
