Our Complaints Policy

Rosebery was an early adopter of the National Housing Federation (NHF) ‘Together with Tenants’ initiative to create a stronger relationship between housing associations and residents. Housing associations that adopt the Together with Tenants charter sign up to six commitments, including:

  • When things go wrong.
    • The focus of this commitment is that ‘Residents will have simple and accessible routes for raising issues, making complaints and seeking redress. Residents will receive timely advice and support when things go wrong.­’

Rosebery is fully aligned with Together with Tenants and supports this core commitment to provide accessible routes for residents to raise issues and complaints. This commitment is the basis of our complaints procedure.

We work hard to make sure our customers receive a good quality service. However, we recognise that, from time to time, instances may arise where customers have reason to complain. Where this happens, we will always aim to resolve complaints quickly, efficiently and wherever possible, to the complainant’s satisfaction. Following a review of our complaints process we have agreed a revised policy that came into effect on Monday 10 May 2021 and applies to all new cases.

Who can use the complaints procedure?

Anyone using or directly affected by our services may make a complaint. This includes residents, users of support services, leaseholders and people applying to use our services. We will also accept complaints made by individuals acting on behalf of our customers.

How can I make a complaint?

If you feel we have failed to provide a service or that we have provided a poor service, we need to know so that we can act to put things right. We can often resolve problems straight away, but if we cannot put it right for you quickly, we will address the problem as a formal complaint.

You can make a complaint online, by phoning in, by writing to us or in person. We aim to contact you within three working days of receiving your complaint to fully understand your concerns and the resolution you are seeking.

If you are reporting something for the first time, like a new repair or a problem with a neighbour, we will record this as a service request, rather than a complaint.

Complaint Investigation – Stage 1

When we receive a complaint, one of our staff will take responsibility for investigating and resolving your complaint and will be the point of contact for you. They will contact you to:

  • Discuss and understand the problem;
  • Agree what can be done to put things right, and;
  • Agree a timescale for completion of actions.

Depending on the reasons for your complaint, some elements may take longer to resolve than others, so we will discuss this with you. The complaint handler will confirm the discussions in writing within ten working days of receiving your complaint.

The complaint handler or a member of our Customer Experience Team will keep in touch until the appropriate actions have been agreed. If you think that further actions should be taken, you can discuss this with our team. We may close a complaint where actions have been agreed but have not yet been completed.

Sometimes we will be unable to resolve your complaint in the way that you initially ask, because we are required to follow legal rules and our policies. If this is the case, we will explain the reasons why and will discuss alternative approaches.

We may deal with a complaint differently if the individual circumstances demand. For example, we may take a different approach where this supports a customer’s communication needs or preferences. We will always aim to be fair, reasonable and impartial throughout the process.

Review of your complaint – Stage 2

The aim of our complaints procedure is for the complaint handler to resolve these issues in partnership with our residents through clear communication and by proposing and agreeing a clear set of actions.

If you feel that we have been unfair or that we have not resolved your complaint, you may request a review. It is important to be clear and specific about what you feel has been unfair and what you would like us to do in order to put things right.

Rosebery will decide the best option for reviewing a complaint and this will be carried out by a Senior Manager. The aim of the Review is to find a resolution for you as quickly as possible. As part of the review of your complaint you will be contacted, usually by phone, to discuss your complaint and the resolution you are seeking.

We may refuse to review a complaint in certain circumstances. We may refuse, for example, if we have completed the actions we had mutually agreed to put things right or if the resolution sought by the resident is outside our ability to change or deliver. If we refuse your request for a review, we will explain our reasons for doing so. We will always be fair and reasonable when dealing with your request.

The Review is the final part of our complaints process.

Taking your complaint further

If you feel that your complaint has not been resolved through our complaints procedure, you may wish to engage an external ‘designated person’ or organisation to explore your complaint further. A designated person may be:

  • a Member of Parliament (MP);
  • a local Councillor or;
  • a ‘Designated Tenant Panel’ (a resident group that is recognised by the landlord).

A designated person may try to resolve your complaint or refer it, on your behalf, to the Housing Ombudsman. A designated person does not have powers to make a landlord carry out a particular action or change a previous decision, but we will work together to find an outcome that is fair and equitable and is agreed by all.

You have the right to refer your complaint to the Housing Ombudsman Service directly, but only eight weeks after the closure of your complaint with us. The Ombudsman will only investigate your complaint after it has been through our internal complaints procedure.

Housing Ombudsman Service

The Housing Ombudsman can only receive complaints about housing services.

It will only hear your complaint if you have a lease, tenancy, licence to occupy, service agreement, or other arrangement to occupy premises owned or managed exclusively by us. Complaints by freeholders will not be heard by the Housing Ombudsman. We can provide information about alternative bodies for non-housing complaints, such as the local authority or the First Tier Tribunal – Residential Property (previously the Leasehold Valuation Tribunal).

Please see our Complaints Policy below.

Complaints Policy
Rosebery Housing is a trading name of Town and Country Housing, which is a subsidiary within the Peabody Group and is a charitable Registered Society under the Co-operative and Community Benefit Societies Act 2014, registered with the Financial Conduct Authority No. 30167R. Registered office: Town and Country Housing, Monson House, Monson Way, Tunbridge Wells, Kent, TN1 1LQ. Rosebery Housing provides housing and repair services to customers in Surrey and West Sussex, supporting sustainable communities by forging strong partnerships, working closely with local customers and creating local jobs.

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