If you're impressed with something we have done, or if a staff member or team has gone the extra mile to support you, you can let us know by emailing email@example.com
We recognise that sometimes things go wrong, and there will be occasions when you are dissatisfied and wish to complain. When this happens, we will try to address and resolve your complaint as quickly as possible.
What is a complaint?
"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."
Examples of complaints can relate to:
- Failure in quality of service
- Delay or failure to respond
- Disagreement with a decision
- A matter of Hightown’s policy or procedure not being followed
- Dissatisfaction with the way a member of staff has dealt with an issue, including being treated unfairly
- Dissatisfaction with a third party/contractor acting on behalf of Hightown
Our complaints process
We have a two stage formal complaints process, which is preceded by an early resolution step where we will try and resolve issues quickly and easily.
What happens after I submit my complaint? We will:
- Let you know what to expect next
- Make sure the right person deals with your complaint
- Give you a contact point
- Fully investigate your complaint
- Give you a written response to your complaint
- Look at any lessons learned to improve customer service
The Housing Ombudsman Service
The Housing Ombudsman Service offers a dispute support approach which actively supports landlords and customers to find a resolution between themselves within the landlord's procedure. You can contact the service at any time while a complaint is going through the internal process for advice and to help find a resolution.
The Housing Ombudsman can be contacted via:
Housing Ombudsman Service
Telephone: 0300 111 3000
Minicom: 0207 404 7092
Hightown will comply with the Housing Ombudsman’s Complaint Handling Code.