Our complaints procedure deals with problems like these:

• if you are not satisfied with any aspect of our service
• if we have failed to follow our own policies or procedures
• if we have failed to do a repair within a reasonable time
• if you believe we have discriminated against you
• if you have had a problem with any of our staff

There are 3 stages to our complaints procedure:

• Stage 1

You should write to or email the Regional Manager or Head of the Department responsible for the service you have received, or complete our online complaints form or download a PDF copy.

We will acknowledge receipt of your complaint within three working days and within 10 working days we will investigate and send a full written reply.

You can also make your complaint over the phone or in person at your local office.

• Stage 2

If you are unhappy with the way your complaint was dealt with at stage one, you should fill in a Complaint Response Form (complete our online form or download a PDF copy returning it to the stated address) within twenty working days of receiving our stage one response.

Once again, you can make this complaint by phone, or in person if it is easier for you.

The Group Director will acknowledge your complaint within three working days. He or she will investigate your complaint and send you a full response within fifteen working days.

• Stage 3

If you are still not satisfied, you should fill in and send back a further Complaints Response Form or online form within twenty days of receiving our response to your stage two complaint.

Once again, you can do this by phone, or in person if it is easier for you. This time, your complaint goes to a complaints panel made up from members of the relevant committee and a Group Director.

One member of this panel is also a Family Mosaic tenant. When your case comes up, you may put your case to the panel, in person, or in writing.If you want to put your case in person, you may bring a friend along, or ask a tenant representative to come too.

After the meeting, the panel lets you know what they have decided, by writing to you within ten working days.If your complaint isn’t resolved to your satisfaction after stage three, we are not able to take it any further within the Association.

If you are still not satisfied you may take your problem to the Independent Housing Ombudsman. Click here to read more

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