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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 – Third Floor, Newplan House, 41 East Street,
Epsom, Surrey KT17 1BL
• Email us at email@example.com
We also want to hear your constructive feedback and service
recommendations. Please see our complaints information below.
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. All complaints will be assessed to determine whether an investigation will take place.
Complaints can be made by emailing our , sending them through your or in writing by post or by discussing it in person with a member of our staff.
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, through your My Rosebery account, 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.
Stage 1 – Complaint investigation
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:
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.
Stage 2 – Review of your complaint
The aim of our Complaints procedure is for the complaint handler to resolve complaints in partnership with customers through clear communication and agreeing actions.
If you feel that we have been unfair or not resolved your complaint, you can ask for a review. It is important to be specific about what you think has been unfair and what you would like us to do to put things right.
Rosebery will decide the best option for a manager tasked with reviewing a complaint. The aim of the Review (Stage 2) 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 telephone, to discuss your complaint and the resolution you are seeking.
We reserve the right to refuse to Review a complaint in certain circumstances. For example, if we have completed the actions, we have agreed to put things right, or if the resolution sought by the customer 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. Full details are shown in our Complaints policy.
The Review (Stage 2) is the final part of our internal complaints process.
Taking your complaint further
If you feel that your complaint has not been resolved through our complaints procedure and you remain dissatisfied, having exhausted our internal complaints procedure, you will be advised that a referral can then be made to the Housing Ombudsman Service, once our complaints process has been completed. Their contact details are:
Housing Ombudsman Service
2nd Floor, 10 South Colonnades, Canary Wharf, London, E14 4PU
Telephone: 0300 111 3000
The Housing Ombudsman can only hear complaints about housing services. It can also only hear your complaint if you have a lease, tenancy, licence to occupy, service agreement or other arrangement to occupy premises owned or managed by us and only 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).