Make a complaint
We understand that sometimes we may not get it quite right and if that happens, we will investigate what happened, listen, learn and take prompt action to put matters right.
We provide a simple, fair and consistent approach to all complaints and we use the learnings to drive service improvements across our business.
Our complaints policy has been updated to help us meet our new obligations under the Building Safety Act 2022 (Section 93) which requires the Principle Accountable Person (PAP) to establish and publish a complaints system.
A relevant Building Safety complaint is defined in the Building Safety Act as a complaint relating to: A ‘building safety risk’ - a risk to the safety of people in or about the building arising from either the spread of fire of structural failure; and/or the performance by an accountable person with regard to their duties.
Where a complaint regarding building safety does not meet the above definition, it may still be able to be reviewed under the wider housing complaints policy. We will advise if this will be used instead.
If you have reported a fire or structural issue in a high risk building and are unhappy with how we dealt with it you can make a complaint – and we’ll try our best to put things right.
You might want to complain about our performance in meeting our legal duties under the Building Safety Act – for example, communications to residents and how we manage building safety issues.
If you are unsatisfied with the outcome of your complaint you can refer this to the Building Safety Regulator.
Social Housing Issue? Know your rights, know how to complain.
Everyone deserves a home that is safe, secure, and well maintained. If you live in social housing, your landlord is responsible to fixing issues, including damp and mould, leaks, broken locks or changes you need to your home if you’re disabled.
They can also help with anti-social behaviour, like noisy neighbours. Know the steps to get an issue fixed.
Step 1. Report it to your landlord. Then, if it is not fixed...
Step 2. Complain through your landlord’s complaint process, and if you’re not happy with the final response from your landlord...
Step 3. Escalate your complaint to the Housing Ombudsman.
For building safety complaints there is a different escalation process, if you are unhappy with how we have dealt with your building safety compliant you can refer it to the Building Safety Regulator
Advice about contacting the Housing Ombudsman.
The Housing Ombudsman is impartial, will investigate fairly and can order your landlord to take action. Once the Housing Ombudsman has ruled against a landlord, they must show they are taking action within 6-8 weeks.
Last year, the Housing Ombudsman ordered landlords to pay over £1m in compensation to residents. Know your rights, visit gov.uk/social-housing
Compensation
If you are looking to submit a compensation claim, please email customerrelations@abri.co.uk