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Making a complaint

Did we get it wrong?

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, however you may wish to have a formal response.  We learn from complaints and feedback, which helps to improve services.

Ways to raise a complaint online

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

Customer Complaints Panel

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

Key information – How we deal with your complaint

Formal Complaints (stage 1)

We’ll take any problem you raise seriously and try to resolve it when you first contact us.  If your initial contact with us doesn’t resolve the issue to your satisfaction, we will open 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).

Complaint Review (stage 2)

If you are not satisfied you can ask for a Formal Review 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’ll let you know the reason if it will take longer). 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 or 0300 1113000)

You can also seek advice from The Housing Ombudsman at any stage and they can advise you on how the would expect CHS to handle your complaint or offer support to help us find a resolution with you.

Housing Ombudsman

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

Unreasonable Complaints

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.

Unreasonable Customer Behaviour Policy May 2021

Complaints Performance

We received 24 formal complaints during 2022/23, 11 about housing management and 13 about repairs / maintenance issues.

Our analysis of complaints received so far in 2023/24 shows that a high number of the complaints we receive about property issues are about issues with appointments and the time taken to complete repairs. We are working with our contractors to improve communication and also repair timescales.

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