Compliments and Complaints

Compliments FAQs

We love hearing your positive comments. You can send in any compliments and thoughts to us through these different methods:

  • Through your My Rosebery account.
  • Call us on 01372 814 000.
  • Send it by post – Rosebery Housing Association, Newplan House, 41 East Street, Epsom, Surrey KT17 1BL.

Complaints FAQs

We also want to hear your constructive feedback and service recommendations. Please see our complaints information below.

  • Who can complain?

    A complaint can be made by a Rosebery resident or a non-resident. All complaints will be assessed to determine whether an investigation will take place.

  • Can I get help to make a complaint?

    If you’re unable to raise a complaint yourself, you can ask someone to do so on your behalf. This could be a friend, relative, or a professional from an organisation like the Citizens Advice service.

  • What are the various ways in which I can make a complaint?

    Complaints can be made by emailing our Customer Experience team, sending them through your My Rosebery account or in writing by post or by discussing it in person with a member of our staff.

  • How long will it take to receive a response to my complaint?

    A complaint will be acknowledged by our Customer Experience team within two working days. If your complaint is not resolved at the first point of contact, then it will move on to Stage 1.

    Stage 1

    • All Stage 1 complaints will be assigned to a member of the Customer Experience team to investigate and respond to within 10 working days.
    • If it’s not possible to meet this deadline, you will be contacted and an extended response date will be agreed.
    • Once a formal response has been sent out, you’ll have 10 working days to contact us if you are still dissatisified with the response. The complaint will then move on to Stage 2.

    Stage 2

    • All Stage 2 complaints will be acknowledged by a members of the Customer Experience team within two working days.
    • We’ll ask you to explain why you are unhappy with the first response and how you would like to see your complaint resolved.
    • It will then be assigned to a relevant Head of Service for them to review and you’ll receive a response within 10 working days. Again, if it’s not possible to fully resolve the complaint within this time frame, you’ll be contacted and an extended response date will be agreed.
  • What happens if I'm still not satisfied with the outcome?

    You may contact a designated person for help in resolving your complaint or wait eight weeks to refer it to the Housing Ombudsman. A designated person is:

    • any MP in England
    • any councillor from the local authority for their area

    If you refer your complaint to a designated person, they will try to find a local solution to resolve it. They may decide to refer the complaint on to the Housing Ombudsman but only if you give permission first.

    However, if you prefer to wait eight weeks, you can contact the ombudsman:

  • Do you have a Complaints Policy?

    We have an up-to-date Complaints Policy which goes through our process in more detail. Please download the Complaints Policy by clicking on the button below:

    Complaints Policy
Rosebery Housing Association Limited is a charitable registered society under the Co-operative and Community Benefit Societies Act 2014 Registered No. 27671R. Registered Provider LH4026. Rosebery Housing Association is a subsidiary of Catalyst Housing Limited.
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