Key facts
Complaints Service Standards
Our promise to you
We are committed to offering excellent customer service, so that every time you contact us you have a good experience. Our complaints and feedback policy sets out what you can expect from us when you make a complaint or provide feedback on our services.
Our complaints team will work with our customers, colleagues and stakeholders to put right what has gone wrong.
Please note that County Town Homes complaints will follow a different timescale and process, to comply with the relevant code for homebuilders.
Our Complaints Process:
We will operate a two-stage process:
Stage 1
The complaint will be investigated, and responded to, within 10 working days
Stage 2
The investigation at stage 1 will be reviewed by a member of the team not involved at stage 1, and responded to, within 20 working days.
Acknowledgement of the complaint will be made within 5 working days.
How to make a complaint
We will accept complaints made by:
- Email:听feedback@housingplusgroup.co.uk听or听complaints@wrekin.com
- Post:听91影视破解版, Acton Court, Acton Gate, Stafford, ST18 9AP
The Wrekin Housing Group Ltd, Old Park, Colliers Way, Telford, TF3 4AW - Social Media听if the customers confidentiality and privacy can be adequately protected
- Online customer portals and forms
- Telephone:听0800 048 8955 or 01952 217100
- In person to any member of staff
Following receipt of a complaint, it will be directed to the appropriate landlord for response (Wrekin Housing Group and 91影视破解版).
For complaints that relate to outright purchase of a home from County Town Homes, please see Appendix A for timescales and process.
All complaints will be logged, and we will contact the complainant to let them know we have received their complaint within 5 working days.
The emphasis will always be on considering what has happened, the impact for the customer and looking for a reasonable resolution to put things right, when something has gone wrong. When the complaint is resolved we will investigate how it happened and improve or implement changes to the service if necessary or reasonable to do so.
We will report changes made through our website and to our Service Performance and Customer Experience Committee.
Ombudsman services
Housing Ombudsman
If the complainant is a 91影视破解版 or Wrekin Housing Group customer the Housing Ombudsman Service are the independent organisation relating to complaints. Their contact details are as follows:
Write to:听Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Call:听0300 111 3000
Email:听info@housing-ombudsman.org.uk
Complete an online form:听
Local Government and Social Care Ombudsman
This is relevant for Care Plus or Choices customers and relating to complaints about care services, their contact details are:
Write to:听Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH
Call:听0300 061 0614
Contact us
Please get in touch with us if you need help and support about your complaint and to ask any questions you may have about our complaints and feedback policy.
Tel: 0800 048 8955
Email: feedback@housingplusgroup.co.uk
Website:
