We always aim to provide a good service however sometimes things go wrong. When that happens we will do all we can to put it right, as quickly and effectively as possible. If you are still dissatisfied after your initial contact or if it is a serious failure, we will open a formal complaint. We learn from complaints and feedback, which helps to improve services.
You can chat to us live about a complaint by clicking on the Chat Live Now box on the bottom of this screen or you can call us, email us or complete a complaint form online
This Panel, made up of our customers, reviews complaints to ensure that solutions are fair and just. If you have made a complaint you can request that the panel be involved at any time during the complaints process and panel members will act as a mediator between CHS and tenants to help resolve disputes. We work closely with our Customer Complaints Panel, which helps us to learn from complaints, review our Complaints Policy, complete an annual self-assessment against the Housing Ombudsman’s standards, and carry out formal reviews of individual complaints. You may want to ask the Panel to support you in making a complaint to CHS, or give you advice and you can contact them at ComplaintsPanel@chsgroup.org.uk
If your initial contact with us doesn’t resolve the issue and you make a formal complaint, we’ll acknowledge in writing within 1 week and send a full reply within a further 2 weeks. (or let you know if we need some more time to gather information). If you are not satisfied you can ask for a Formal Review giving the reason, which will be handled by our Customer Complaints Panel or a senior manager or Director. The review will take up to 4 weeks, or we may tell you there’s a reason we won’t carry out a review. This is as far as your complaint can go with CHS, after which you can refer it to The Housing Ombudsman
If your initial contact with us doesn’t resolve the issue and you make a formal complaint, we’ll acknowledge in writing within 1 week and send a full reply within a further 2 weeks. (or let you know if we need some more time to gather information).
If you are not satisfied you can ask for a Formal Review giving the reason, which will be handled by our Customer Complaints Panel or a senior manager or Director. The review will take up to 4 weeks, or we may tell you there’s a reason we won’t carry out a review. This is as far as your complaint can go with CHS, after which you can refer it to The Housing Ombudsman (www.housing-ombudsman.org.uk)
Click here to view our Complaints Policy
Read our Compensation Policy here
CHS is a member of the Housing Ombudsman Scheme (www.housing-ombudsman.org.uk) and we follow the Ombudsman’s Complaint Handling Code. Our customers can seek advice from the Ombudsman at any stage during the course of a complaint, or ask the Ombudsman to investigate if you are not satisfied with the final outcome of your complaint. Click here to find out more
The ability to use our complaints process is important however occasionally we may consider it is being used unreasonably – if so we would explain why we will not further consider the complaint.
LiveChat is available 9 - 5, Monday to Friday (except Thursday 1.00 - 2.30).
