Make a Complaint

Complaints and feedback

We don’t always get things right, and we do appreciate it when you tell us we do. 

When things do go wrong, or you’re not happy with a service you receive from us, it’s important that we know so that we can put things right. Please talk to us about any issues you have, we will try to resolve them as quickly as possible. If we are unable to offer a resolution or you are still unhappy you can raise a complaint. You can make a complaint, give us feedback or pass on a compliment in any way that suits you:

  • Our online form 
  • Over the phone 
  • By email, social media, in person or by letter.

If you are reporting an anti-social behaviour issue such as nuisance around noise, dog fouling, parking or an issue with a neighbour, please do this via our ASB reporting page, where this will be dealt with.

Our complaints process – what happens next?

We will:

  • Acknowledge your complaint within five working days and advise which staff member will investigate and respond. 
  • Explain within the acknowledgement our understanding of the complaint and the outcome you are seeking. We will ask for clarification if any aspect of the complaint is unclear. 
  • Contact you to find out more about the complaint and discuss a resolution. 
  • Follow up the call with a written response within ten working days of the acknowledgement. In the unlikely event it will take longer, we will keep you updated.
  • Escalate your complaint to the review stage if you are dissatisfied with how the stage one complaint has been investigated. If you want to do this, you must inform us within ten working days of receiving the stage one response.

We will:

  • Acknowledge your request to escalate your complaint within five working days.
  • Ask a Manager to review the complaint. They will contact you to discuss why the resolution at stage one was unsatisfactory and what we can do to resolve the complaint.
  • Check that we have followed our policies and procedures during this stage. With your permission, the Manager may consult an Involved Resident to ensure the investigation has considered the impact of the complaint from a resident’s point of view.
  • Respond to you within 20 working days of the stage two complaint acknowledgement. In the unlikely event that it will take longer, you will be kept updated, and we will respond as quickly as possible once a full review has been undertaken.

If you are still unhappy and we have exhausted our complaints process, we would advise you to contact the Housing Ombudsman Service.

If your complaint goes through both stages of our complaints process and you believe it has still not been resolved to your satisfaction, you can go to the Housing Ombudsman Service, which is independent of Teign Housing. The Housing Ombudsman helps tenants and landlords resolve complaints. More information about the Housing Ombudsman Service can be found on their website. 

Housing Ombudsman contact details:

The Housing Ombudsman Service recommends contacting them by email or using the online complaint form on their website.

How to make a complaint

Should you wish to give some feedback, a compliment or make a complaint, you can do so by filling in the online form below, and a member of our team will be in touch. You can read a copy of our Complaints Procedure and Complaints Policy before submitting your complaint to us.

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We are a member of the Housing Ombudsman Service. This is a free and impartial service that investigates complaints made by residents about their landlord.

The ombudsman has a set of rules for how landlords should deal with complaints. This is called the Complaint Handling Code, and landlords like Teign Housing are legally obliged to follow these requirements. The code makes sure that landlords resolve complaints quickly, and that they learn from them to improve services.

Every year, landlords must carry out an assessment to make sure they follow the Complaint Handling Code. Our board discussed our assessment in June 2024, and we are pleased to confirm that we fully comply with the code. You can read our self-assessment here.

The board discussed that dealing with complaints effectively is a particularly high priority for Teign Housing. We know that every organisation makes mistakes sometimes, and the board places a strong emphasis on making sure that we try to resolve complaints right first time.

The board also discussed the importance of learning from complaints, so that we continue to improve our services and provide a better experience for our customers. This will include making our learning and actions as specific and measurable as possible.

The board also emphasised the importance of resident involvement in designing how we work. In July 2024 the Tenants’ Forum will be looking at our Complaints and Compliments Policy and Procedure, and we will use the comments to improve how we work.

We will be keeping residents informed about our learning from complaints, including through our monthly resident e-zine.

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