Have your say - Complaints

Although we aim to provide homes and services of an excellent standard, there are times when you might need to make a complaint. We welcome feedback of all kinds including complaints to help us to continually grow and improve.

Not only do we offer a number of ways for you to complain, making it as easy as possible, but we also have a thorough procedure in place to help us monitor and manage them effectively.

Before you make an official complaint...
The best way to get your issue or concern resolved in the first instance, is to speak to the relevant member of staff or your Area Manager. We can then hopefully discuss the issue and find a solution to your problem.
 

To find out who your Area Manager is click here

If however you feel that your complaint has not been resolved and still wish to proceed through the official process, there are three additional stages of our complaints procedure.

Stage one

You can submit a complaint to us by doing any of the following:
 

• Calling one of our Customer Services team:
  
  Jim Dean, Head of Customer Services - 01403 226141
  Jennie Larkin, Community Relations Manager - 01403 226017
   
• Writing a letter to:
  
  Head of Customer Services
  Saxon Weald
  Saxon Weald House
  38-42 Worthing Road
  Horsham
  West Sussex
  RH12 1DT
   
• Writing an email to customer.services@saxonweald.com
  
  Or any other contact in our organisation such as your Area Manager
   
• Complete the form at the back of our Making a Complaint leaflet
   
• Complete the form below and submit your complaint online

 

Stage one - Complaints form

Full name:


Address:




Postcode:


Contact phone number:


Email address:


Summary of your complaint:


Your personal details will only be used to contact you in relation to this complaint.

 

Stage two

If after stage one your complaint has not been resolved to your satisfaction, you can continue to stage two. You must inform us within 21 days and then matter will be referred to a company director, who will respond within 14 days.

Stage three

Finally, if the appropriate company director cannot resolve the matter, stage three requires you to attend an Appeals Panel hearing, comprising of three representatives from our Board. They will then review the case and respond to you within 14 days.

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

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