Make a complaint: what happens next?

We know that things go wrong and wherever possible we would like the chance to work with you first to put things right informally. If you want to report a problem and let us try to deal with it quickly and informally, please phone our customer care line first on 0300 123 3456 (option 2) to discuss the problem.

They will make every effort to resolve the matter for you there and then or refer the matter on for a speedy local resolution. You can always raise a formal complaint if you are unhappy with the way it is handled.

If you believe that this is not appropriate or remain dissatisfied with the service, you should use the formal complaints procedure below.

Reporting a formal complaint

How to make a formal complaint

If you want to make a formal complaint, you can:

Phone our customer call line on 0300 123 3456 (option 1 for repairs or option 2 for all other matters) or,
Complete our online complaints form, or,
Download our form (PDF file) and return it to one of our local offices.

Stage one

Once you have reported your complaint this should be acknowledged verbally or in writing within 3 working days stating who will be dealing with it.

There will be a full investigation at this stage to try to agree and provide local resolution. You should receive a written reply with any action plan within 10 working days of receipt. Sometimes this may take longer if we need to get information from third parties but we will keep you informed if this happens.

Stage two

If you are dissatisfied with actions taken at stage 1 to resolve your complaint, you can request a review by the Customer Relations Management Team (CRMT) within 20 working days from the date of our stage 1 reply.

The CRMT are a specialist central team who take an independent view of actions to date, then work with staff and customers to agree what is outstanding to try to find local resolution.

You can escalate to CRMT by completing the online complaints form, or downloading it (PDF file) and returning it to:

Customer Relations Management Team (CRMT)
Family Mosaic
Albion House
20 Queen Elizabeth Street
London SE1 2RJ

You can also phone us on 0300 123 3456 (option 2), or drop the form into your local office.

We will acknowledge receipt of this stage two complaint within three working days of receipt and aim to send you a full response within ten working days. We’ll let you know if there’s going to be a delay in meeting this target and why.

Stage three

If you’re not happy with our response at stage 2, you are entitled to a review by a stage 3 panel.

A panel hearing may be live or it may be appropriate to deal with it on paper. You have to request this review within 20 working days of receiving our stage two response.

You will need to complete the complaints form, either online or by downloading it (PDF format) and returning it to:

Customer Relations Management Team
Family Mosaic
Albion House
20 Queen Elizabeth Street
London SE1 2RJ

You can also phone us on 0300 123 3456 (option 2) or drop the form into your local office.

You need to state clearly what has not been satisfactorily addressed at earlier stages and what resolution you are still seeking. Receipt will be acknowledged within 3 working days and a panel review arranged. Your case will be reviewed by two independent external members of an active Board or committee one of whom is a tenant. A Group Director from Family Mosaic will also act as an advisor but the decision is made by the panel.

After the panel review, you will be sent a decision within ten working days. If your complaint is not resolved at this stage, then we are unable to do anything further. You can then take your problem to the Housing Ombudsman Service .

If you are a recipient of one of our care and support services, you can refer your complaint to the Local Government Ombudsman Service, or to our regulators.

If you feel the panel has not dealt properly with your complaint, and you want to appeal the decision you have two options:

You can wait eight weeks from the date of the panel determination and then refer the matter to:

The Housing Ombudsman Service
81 Aldwych
London
WC2B 4HN

020 7421 3800
www.housing-ombudsman.org.uk

Alternatively, you can refer the case straight away to a ‘designated person’ who will consider whether there are any other ways that your case can be resolved. The ‘designated person’ can refer your case to the Housing Ombudsman before the eight weeks has elapsed.

A ‘designated person’ is either a panel of Family Mosaic residents, any MP or an elected Councillor from your local authority. If you want to use the Family Mosaic Designated Panel please write to them c/o CSI department at the Albion House address and they will pass the request on.