Comments, Compliments and Complaints Policy.

Our complaints policy is designed to help us put things right first time.

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Compliments.

We want all our customers to have positive experiences with us and would love to hear from you if a member of our team has exceeded your expectations. If you’d like to leave a compliment, you can contact us through any of the methods below.

Complaints.

If you’re unhappy with the service you’ve received, we aim to resolve this first time by being fair, transparent and consistent. However, if you’re not happy with the result and wish to make a formal complaint, there is a two-step process we follow.

You will receive an acknowledgement letter within three days of us receiving your complaint. Our Customer Resolutions Officer will then contact you to discuss the complaint in detail, how long the investigation is likely to take, talk through your expected outcomes and the actions we will then take.

We will review all available evidence through a formal investigation and contact you to talk about our findings. We will then send you a letter of confirmation when the complaint has been resolved.

On the rare occasions that more time is required to solve an issue for you, for example if there is a major repair required to your property, we will work with you and maintain regular contact until the issue is resolved.

Where a complaint has not been resolved satisfactorily and a customer has additional or supporting evidence that demonstrates Futures failings, a single stage appeal process may be invoked.

All appeals will be considered by either our Customer Services Manager or our Customer Services Director, unless the appeal itself is regarding either of them, in which case it will be reviewed by another, appropriate member of our executive team.

If you still feel the complaint has not been resolved correctly and you have been through our process, you have the right to take this to the Housing Ombudsman service. You can find out more about this on the Housing Ombudsman’s website here.

Click here to view our full complaints, comments and compliments and policy.

Visit our Contact Us page for details of how to get in touch and leave a compliment or make a complaint customers.

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