Complaints, compliments and feedback


Complaints and feedback guide coverWe aim to provide you with good quality and positive services, but we can only be sure we are succeeding if you let us know.

We encourage and value all types of customer feedback including complaints, compliments and suggestions as it helps us learn and improve, we'll always be pleased to hear from you.

Should you be unhappy with the service you have received, in the first instance please contact our customer services team on 0300 365 3100 and our frontline staff will aim to resolve at the informal Resolution stage.

If, however we are unable to resolve your complaint informally please use our feedback from below.

You can:

  • complain if you feel you've received poor service from us
  • pass on a compliment when we get things right
  • give us your suggestions for improving our services.

Work for us

A group of Habinteg staff celebrate #ForAccessibleHomes. The staff are holding a banner that says

Working at Habinteg

We believe that mutual commitment and shared responsibility is key. We are an equal opportunities employer and aim to be an employer of choice. Everything we do is underpinned by our four cultural values: Agile, Accountable, Ambitious and Attentive.

We offer a comprehensive and person-centred employment package to our staff. This includes:

  • Flexible approach to working week including full-time, part-time and job-sharing possibilities.
  • Welcoming, accessible work environments including remote working
  • Training and development programme
  • Ethical pension scheme from the Pensions Trust.
  • Life assurance scheme
  • Eye test
  • Cycle scheme
  • Subscription payment

Being open and honest about our performance is an essential part of our culture. This is why we place importance on independent assessment of our organisation as an employer. We are proud to hold a Gold Standard Investors in People accreditation.

Feedback form

Please use this form if you would like to make a complaint, compliment us or give us suggestions. 

Feedback

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More information

To find out more information you can download our complaints and feedback guide below.

This guide covers:

  • complaints 
  • who can complain
  • what is a complaint
  • stages of complaints
  • how to make a complaint
  • other feedback

  Complaints and feedback guide cover  

Compliments and feedback guide 2021 [pdf] 189KB

Compliments and feedback guide 2021 [docx] 84KB

Complaints Policy 2021 [pdf] 348KB

Complaints Policy 2021 [docx] 70KB

Compensation policy 2020 [pdf] 153KB

Habinteg Assessment vs Ombudsman Code [pdf] 146KB

Privacy notice for customers

Habinteg Housing Association is a controller of personal information for the purposes of the General Data Protection Regulation (GDPR) and will treat personal data provided in line with GDPR legislation, for full details please read the Habinteg Privacy Policy.