| We hope that you don’t have cause to complain but if you do, we do use the feedback we get from complaints to try to improve our services in the future.
Unhappy with Our Services?
If you want to complain about the way we have delivered any of our services to you (e.g. you feel that the way we have treated you is unfair, or we have not done something we promised we would do) you can:
- ring us (numbers listed below);
- write to us (details found on our Contact page of this website); or
- email us on corporate.services@connecthousing.org.uk. Most people choose to ring us, in which case …
Complaints about our Repairs Service?
For complaints about the repairs service, for Leeds phone the Repairs Hotline 0113 285 0404 and for Huddersfield phone Trinity on 08453 313 121. The hotline staff will take the details and try to resolve the matter for you. If you remain dissatisfied, they will take down the details of your complaint as a Stage 1 Complaint, if you wish.
What about other complaints?
For complaints about any other aspect of our service, for Leeds phone 0113 285 0400 and for Huddersfield phone 01484 353 530. Again, the Hotline staff will take the details and try to resolve the matter for you. If you remain dissatisfied, they will take down the details of your complaint as a Stage 1 Complaint, if you wish.
The Stages of Complaints Process
There are up to three stages to the Complaints process. For all of them we aim to acknowledge your complaint within two working days.
Stage 1
The Manager responsible for that service will investigate your complaint and hopefully respond to your satisfaction within 10 working days. If you remain dissatisfied, you have 21 calendar days to phone, write to or email us and ask to move to Stage 2 of the procedure. Please, also give the reasons why you remain dissatisfied.
Stage 2
The Director responsible for that service will investigate your complaint and hopefully respond to your satisfaction within 10 working days. If you remain dissatisfied, you have 21 calendar days to phone, write to or email us and ask to move to Stage 3 of the procedure. Please, also give the reasons why you remain dissatisfied.
Stage 3
At Stage 3 your complaint is put before the Complaints Appeal Panel. This is the final stage of the Complaints Procedure. We arrange for the Chief Executive, two Board members and, if you wish, a member of Connect Residents Federation to meet at a time also convenient to you to consider your complaint. You can attend the panel and explain why you continue to remain unsatisfied, and you can bring someone with you as support or ask a member of Connect Residents Federation to accompany you. It sounds daunting but the panel does all it can to make you feel at ease. Bringing so many people together and preparing the paperwork takes time to organise, but we aim to hold the panel within five weeks of the request. The panel will then write to you within 10 days of the panel’s meeting with its response.
Housing Ombudsman
If you are still not satisfied, you can complain to the Housing Ombudsman at:
Housing Ombudsman Service
Norman House
105-109 Strand
London WC2R 0AA
tel: 020 7836 3630
Lo-call: 0845 7125973
Minicom: 020 7240 6776
email: ombudsman@ihos.org.uk
Please note that the Ombudsman will not normally consider your complaint unless you have gone through the three stages of Connect Housing’s complaints process.
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Tenants
