Complaints, compliments and feedback

We 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.

We operate a two stage complaints process. If you're unhappy with the service you have received, please use the feedback form below to log your formal Stage 1 complaint.

You can:

complain if you feel you've received poor service from us

You can also use the feedback form to:

pass on a compliment when we get things right
give us your suggestions for improving our services.

Read the Annual Complaints Report

Annual complaints report 2024 -25.pdf

Annual complaints report 2024 -25_word.docx

Read the Board’s statement about the Annual Complaints Report

Board Statement re Complaints_June 2024.docx 15KB

Board Statement re Complaints_June 2024.pdf 245KB

Does Habinteg have a Complaints Policy?

Yes, Habinteg does have a Complaints Policy. We welcome feedback on our homes and services in the form of complaints, compliments or suggestions. This approach allows us to understand what our tenants’ think about us and to understand where we need to improve the services that we deliver.

We aim to resolve complaints in a fair and timely manner at the first opportunity. Please see the Complaints Policy below for more information.

Complaint Policy.docx [docx] 57KB

Complaint Policy.pdf [pdf] 175KB

How is Habinteg learning from complaints?

Our complaints process is here to support tenants who feel we haven’t met their expectations. While we always aim to fix issues before they become complaints, we encourage tenants to speak up if something isn’t right. We work hard to provide great service, and most of our tenants are happy with their homes. But we acknowledge that we don’t always get things right. When that happens, we listen, learn, and make improvements.

To find out more about how we’re learning from complaints, visit www.habinteg.org.uk/learning-from-getting-it-wrong.

Are tenants able to claim compensation from Habinteg?

Habinteg’s Compensation Policy gives clear guidance on our statutory obligations and best practice in relation to compensation payments and helps us make fair and reasonable decisions when considering claims from tenants.

The policy sets out the circumstances when discretionary compensation and gestures of goodwill will be considered by Habinteg. It also highlights statutory obligations Habinteg must comply with in paying compensation in relation to:

Right to repairs
Right to compensation for improvement
Home loss and disturbance payments

The following categories of potential claims are covered by this policy:

Failure to provide specific services
Temporary loss of amenities or facilities
Loss of, or damage to, personal property.

Please read the policy below for more information.

Compensation policy 2020[pdf] 153KB

What is the Complaints Self Assessment Form?

Social Housing Landlords must complete a Complaints Self Assessment as part of their annual complaints performance and service improvement report and publish it on their website. Landlords are required to complete the self-assessment in full and support all statements with evidence, with additional commentary as necessary.

The Complaints Self Assessment Form should be completed by Habinteg’s Complaints Officer and reviewed and approved by the landlord’s governing body at least annually.
The governing body’s response to the report must be published alongside this.

Please read Complaint Code Self Assessment 2025.doc for more information.

When should I use the complaints feedback form?

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

Feedback

Note: Questions marked by * are mandatory

*This is a mandatory field. Name

*This is a mandatory field. Address including postcode

*This is a mandatory field. Telephone number

Email address

*This is a mandatory field. Preferred method of contact?

Telephone
Email
Post
No preference

*This is a mandatory field. Your comment, compliment or complaint

If this is a complaint, have you already spoken to somebody at Habinteg about it?

Yes
No

If yes, who did you speak to and when?

What did they do about your complaint?

What would you like us to do to resolve the problem and put things right?

If you have any suggestions on how Habinteg can improve please let us know...

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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.

Complaints, compliments and feedback

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