Making a Difference
to people's lives

Wrekin feedback and complaints process

The government has recently announced a new Social Housing Complaints campaign and Charter. 

Social Housing Complaints

This new campaign sets out the help available if you are unhappy with the service you have received from your social housing provider. The website includes information on what you can expect if you are unhappy and we have included the Wrekin complaints process below.

We know that from time to time, things can go wrong with our services, so we have a number of ways you can get in touch including by phone, email or in writing.

If you are unhappy with a service we welcome your feedback, you can do this formally or informally.

Wrekin Complaints Process

If you raise a complaint with us, we will follow the Housing Ombudsman Complaint Handling Code, and our Complaints Policy.

There are 3 stages to the complaints process:

Stage 1 (initial complaint) – we will contact you and aim to resolve within 5 working days

Stage 2 (review of the complaint) – If you are unhappy with the resolution at stage 1 you can escalate to a Senior Manager, you will be contacted and we aim to resolve within 10 working days.

Stage 3 (review by the Complaints Panel) – if you are not satisfied with how your complaint has been handled it can be escalated to the Panel. You will be contacted and we aim to resolve within 20 working days.

You can contact the Housing Ombudsman at any time through the complaints process for advice. If you are unhappy with the outcome of your complaint, you can contact the Housing Ombudsman who have recently unveiled a new ‘Complaint Handling Code’.

The purpose of the code is to enable the swift resolution of complaints, providing clarity for customers and the opportunity for landlords to learn. Wrekin has completed a self-assessment of the new code which can be viewed here.

You can also read our full complaints process along with our complaints policy.

Understanding our customer experiences of the services we offer, truly helps us to improve, now and in the future.

19th March 2021