View our Complaints Policy
Complaints Process
We understand that when expressing you are not happy you may just want to understand the next steps, click below to view our quick process flow document of how we handle complaints.
Report A Complaint
We recognise that sometimes you may feel our service has fallen short of expectation and we will work with you to put things right and we’ll always try to use your feedback to improve services where we can.
What is a complaint? We adopt the Housing Ombudsman’s definition of a complaint-
‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’
It is not a request for service, a service request is a request from a tenant to their landlord requiring action to be taken to put something right.
If you are dissatisfied with our service, please let us know as soon as possible and we will aim to put this right at first point of contact informally, if we are unable to do this or you feel you wish to make a formal complaint, we will raise a Stage 1 complaint to investigate. For full details of the complaint process please see our complaints policy.
To raise a complaint, you can fill in the form or:
Email – Hello@hilldale.org.uk
Call – 01257 367374
If you are not happy with our response to your complaint you can access the Ombudsman service:
Housing Ombudsman Service
PO Box 152, Liverpool
L33 7WQ
Telephone: 0300 111 3000
E-mail: info@housing-ombudsman.org.uk
Online complaint form: https://www.housing-ombudsman.org.uk/residents/make-a-complaint/
Self-Assessment Form
Each year we will complete the Housing Ombudsman’s Self Assessment to ensure we are complaint with the complaints handling code and publish this here
Lessons Learnt
Complaints are a valuable source of feedback that help us review our services and where necessary make improvements.
Each month a task team of 6 members of staff meet to discuss the previous months complaints, the meeting is chaired by our Customer Engagement Manager who will review our complaints and identify any trends and the task team will discuss ways we can look to improve, these will then be recorded, tracked and monitored to ensure continuous improvement.
You will find below our Annual Complaints Performance and Service Improvement Report