Complaints
We want every customer to get a good service. But if we don’t get it right, we want to know so we can do something about it. Anyone who’s been affected by a service failure can make a complaint.
Anyone who’s been affected by a service failure can make a complaint. You can also ask someone to complain for you.
When you complain, our team will do their best to put it right immediately, but complicated issues can take longer. This leaflet explains what to expect when you make a complaint.
We deal with complaints following The Housing Ombudsman Service’s Complaint Handling Code. You can contact the Housing Ombudsman at any time within your complaint for general advice and help. If you want the Housing Ombudsman to accept your complaint for a full investigation, you need to exhaust our complaints process first. You can find out more information about the Ombudsman at https://www.housing-ombudsman.org.uk/
Our complaints policy is available here.
To comply with the Housing Ombudsman Complaints Code, we need to make the following documents available. They can be accessed through the links on their titles.
Annual Complaints Performance and Service Improvement Report April 2024
Board Response to Annual Complaints & Service Improvements Report (June 2024)
Make a complaint
FAQs
• Speak to a member of staff
• Complete the form on this website page
• Call us on 0121 271 0789
Our complaints procedure has two stages. You must make your complaint within 12 months of the issue happening.
Stage One - First response
As soon as you tell us about your complaint we’ll try to sort it out straight away. We will confirm what has happened in writing.
Stage Two – Investigation
Problem not solved? We will write down your complaint and carry out an investigation. We will write to you within 5 working days to tell you who will be investigating your complaint and how it will be dealt with. We will write within 20 working days to tell you our findings.
An Independent Manager will carry out a review of your complaint if you can explain how you meet one or more of the following criteria:
- All or some of the points on your complaint have not been investigated
- All or some of the agreed actions have not been carried out or carried out to a less than satisfactory standard within the agreed timescales
- Adullam have not responded to your complaint within the agreed timescales
You can contact the Housing Ombudsman following Stage Two decision if you remain unsatisfied. We will provide you with the relevant contact details and process.
You can contact the Housing Ombudsman at any time during your complaint for advice and help. If you want the Ombudsman to accept your complaint for a full investigation, you will need to exhaust Adullam’s complaints process first.
To contact the Housing Ombudsman Service:
There is an online complaints form on their website.
Email: info@housing-ombudsman.org.uk
Phone: 0300 111 3000
Write: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET