Complaints and feedback

We are committed to providing an excellent customer service and we welcome all feedback from our customers. We monitor all complaints, feedback and compliments that we receive to continuously improve our service.

Making a complaint

We aim to get our service right first time, every time. However, we understand that things can sometimes go wrong. When they do we aim to put things right as quickly as possible.

If you are not satisfied with the service we provide, you can make a complaint:

Our complaints process

If you are unhappy with our service and you want to make a complaint, we have a three stage process.

  • Stage 1

    We will:

    • try to resolve the problem the first time you contact us
    • if we are not able to resolve your complaint straight away, we will contact you within one working day to discuss your concerns
    • respond to your complaint in full within ten working days, or let you know when we will respond if we need more time to investigate
    • apologise and say how we will put things right if we have done something wrong.
  • Stage 2
    • If you are not satisfied with our response at stage 1, you have 30 calendar days to tell us you want to take things further and tell us of any outstanding issues.
    • We will contact you within one working day to discuss your complaint.
    • An Executive Director will review how the complaint was handled at Stage 1 and decide if the decisions we made were in line with our policies, fair and reasonable.
    • We aim to provide a full response within 15 working days, or let you know when we will respond if we need more time to investigate.
    • We will apologise and say how we will put things right if we have done something wrong.
  • Stage 3
    • If you are not satisfied with the stage 2 response, you have 30 calendar days to tell us you want to take things further and tell us what the outstanding issues are.
    • We will contact you within one working day to discuss your complaint
    • A Complaints Panel will be held within one month of you clarifying all your outstanding issues
    • The Panel will review how the complaint was handled at stage 2 and decide if the decisions we made were in line with our policies, fair and reasonable
    • The Complaints Panel will usually have three members: one board member, one resident and one member of the Network Homes Executive Management Team who has not been involved in the complaint. You can bring a friend or relative to the panel meeting, but not a solicitor or legal representative.

We do not accept complaints where the service failure happened more than 12 months ago.