Have your say - Complaints

We aim to provide an excellent standard of homes and services, but there may be times when you don't think we've got it right and you want to complain. We consider a complaint to be: 'An expression of dissatisfaction, caused through our failure to achieve a specified level of service or to address a particular issue for which we are responsible.'

Reasons to complain include: our failure to provide a service or achieve a particular standard of service; discrimination against a customer or member of the public; poor performance of contractors/subcontractors engaged by us; dissatisfaction in the way our policies have been carried out.

What is not a complaint?

A problem such as a nuisance neighbour is a housing management issue rather than a complaint. If, however, you have already spoken to your housing manager, or another member of staff, and you don't feel your concerns have been properly dealt with, then this becomes a complaint about our performance.

To find out who your Housing Manager is click here

How to complain

We aim to make complaining as easy as possible. Complaints are accepted in a number of ways: by letter or email; through our website; over the phone; in person.

Use the form below to make a complaint via the website. You can also telephone us on 01403 226000 or email us at customerservices@saxonweald.com.

If you live in Extra Care housing and you have a complaint about your carer, you can complain either directly to social and caring services or to your Scheme Manager, who will take up the complaint on your behalf.

Help with making your complaint

We recognise that some people may have difficulty communicating their complaint. Should this be the case, complainants are entitled to have a family member, friend or other advocate to act on their behalf. The role of an advocate is to help the complainant get his or her complaint heard. However, we will require the complainant's permission in order to share information with the person acting on his or her behalf.

Where complainants do not have support, or where members of staff are aware that a communication problem exists, they will offer assistance to the complainant. Saxon Weald can arrange for a translator or type the information out for the complainant. Staff will also be available at any stage of the procedure.

Our procedure

Our procedure enables complaints to be investigated and responded to as quickly, fairly and efficiently as possible. There are three stages to the procedure, each allowing complainants to take the matter further if they are unhappy with the outcome.

Stage one

This is dealt with by a senior manager, whose aim is to investigate and respond to the complainant within five working days of our receiving the complaint.

Stage two

This is dealt with by a director, whose aim is to consider the matter further and respond to the complainant within ten working days of our receiving a request for the complaint to be escalated.

Stage three

This is dealt with by a review panel, made up of three members of our Board. A hearing will be set up within 26 working days of a request for the complaint to be escalated. The hearing will review the matter and the way in which it has been dealt with at previous stages. The panel's Chairman will write to the complainant within ten working days of the hearing taking place, explaining the panel's decision and the reasons behind it. This is Saxon Weald's final response to complaints.

Appeals hearings are not part of a legal process and we reserve the right to decline an appeal if the matter is already being dealt with in a court of law. Legal proceedings and their outcomes (for example a judge's ruling) will take precedence over our stage three review panel hearing.

If at the end of our complaints process you feel that the matter has not been dealt with to your satisfaction, you can appeal to the Independent Housing Ombudsman who may take the case up on your behalf.

The Ombudsman’s address is:

Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN

For more information on our complaints process please refer to your Saxon Weald Tenants' Handbook.

To make a complaint online please fill out the form below:

Have your say - Complaints

Stage one

Stage two

Stage three

Complaints form