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Send us a complaint

When things go wrong, we want to know so we can look into the problem and put it right. Take a look at our simple two-stage complaints process, read our full complaints policy and find out how to take your complaint further should you need to.

Here's what you can log a complaint about:

  • When we haven't met one of our service standards or haven't taken appropriate action in an agreed timescale

  • We've not acted the way our policies and procedures says we should to a customer request

  • If there has been poor conduct by us, agents or one of our contractors

     

Dealing with your complaint

If you have a complaint, we encourage you to get in touch as soon as possible - we want to help and put it right.

A service request is when you ask us, as your landlord, to take action to fix or resolve an issue.

  • It’s not a complaint, but we still take it seriously.
  • We aim to resolve service requests within 3 working days.
  • All service requests are recorded, monitored, and reviewed regularly.

First time reporting an issue?

If this is the first time you're telling us about a problem, we’ll treat it as a service request and work to put things right as quickly as possible.

What if you're not happy with the service request response?

If you're unhappy with how your service request is handled, you can make a complaint.

  • A complaint can be made even while we’re still working on your service request.
  • Making a complaint won’t stop us from continuing to fix the issue.

We follow a two-stage complaints process to make sure your concerns are handled fairly and thoroughly.

Stage 1: Investigation

Here’s what happens when you make a complaint:

  • Acknowledgement (within 5 working days)
    We’ll send you a letter confirming we’ve received your complaint.

    This letter will:

    • Explain how the complaints process works
    • Summarise the details of your complaint

  • Investigation & response (within 10 working days)
    We aim to fully investigate and respond to your complaint in writing within 10 working days of acknowledging it.


Sometimes, if the issue is complex, it may take a little longer. If that happens, we’ll keep you updated and let you know when to expect a response.

Stage 2: Review

If you're not satisfied with the outcome of your complaint investigation, you can ask us to review the decision. We would just ask for your reason(s) as to why you would like to escalate, if possible.

What is a Review?

A review is not a repeat of the investigation. It’s a chance to check:

  • Whether our complaints process was followed correctly
  • If any parts of your complaint were missed
  • How the issue has affected you

We’ll confirm with you when a review is taking place.

Who carries out the Review?

A senior manager at the Trust will carry out the review. They will look at:

  • How your complaint was handled
  • Whether our policies and procedures were followed
  • The impact the issue has had on you

If we find anything that wasn’t handled properly, we’ll explain what went wrong and how we’ll put it right.

When will you hear back?

We aim to give you a final written decision within 20 working days.
If it’s going to take longer, we’ll contact you to agree on a new timeline.

What if a review isn’t possible?

If your complaint can’t be escalated to a review, or you’re still unhappy with our final response, we’ll advise you on how to request an External Review.

You can contact the Housing Ombudsman service at any time for advice or if you are not happy with the outcome of your complaint.

Their contact details are:

 

 

Got an emergency?

Do not use this form for emergencies. Call 0800 012 1311- the emergency line is available 24/7.

Remember, if you have a complaint about the behaviour of one of your neighbours then please report it by completing our anti-social behaviour form.

Complaint form

* indicates a compulsory field

Do not use this form to report emergencies or anti-social behaviour

Contact our Complaints Team

You can always contact our Complaints Team directly by emailing complaints@peaksplains.org (Please include your name, date of birth and email when you get in touch. We aim to respond to emails within 5 working days.)