Stage 1
The manager responsible for the service will investigate your complaint and respond to you.
All complaints will be acknowledged within 24 hours of receipt and a full reply will be provided within ten working days. If there is any delay in our response, we will inform you as soon as possible.
Stage 2
If you are not satisfied with our initial response you can ask for the matter to be investigated by a senior manager.
Stage 3
If you are still unhappy with our response, you can have the matter investigated by the Board of Futures Homescape.
Stage 4
Following the board stage and prior to going to the ombudsman Tenants of registered providers will be able to request their complaints be considered by a ‘Designated Person’ once they complete their landlord’s internal procedure. Such a person can be an MP, a local Councillor, or a recognised Tenant Panel. The designated person may help resolve the complaint directly, may refer the complaint to the Ombudsman, or may decline doing either.
The complainant may also approach the Ombudsman directly if more than eight weeks have elapsed since the completion of the internal procedure of the landlord, without the need to approach a designated person first. Please note the Ombudsman will normally only consider your complaint if it has been through our full complaints procedure first.
Their contact details are:
Housing Ombudsman
Service
81 Aldwych
London
WC2B 4HN
Telephone: 0845 7125 973
E-mail: info@housingombudsman.org.uk
Will my complaint help to change things?
Yes! All complaints made about our services are reviewed by the Quality Circle. This is a group of tenants that meet regularly to make recommendations to the board of Futures Homescape.
