Complaints and suggestions
Your comments and complaints are welcome because they help us to improve the way we work.
We recognise that we do not always get it right, and when our services do not live up to your expectations we want you to let us know about it. Our Customer Experience Team (CET) is dedicated to dealing with your complaints and resolving them as quickly as possible.
Who can complain?
Anyone who uses, seeks to use, or is affected by the services provided by us is entitled to make a complaint.
What is a complaint?
You should make a complaint if you are unhappy with any aspect of our service or if you feel that we or our contractors:
- offered a poor standard of service
- failed to do something we should have done
- acted too slowly
- did something wrong
- treated you unfairly
- treated you discourteously
You can also use our complaints procedure if you wish to appeal against a decision made by us.
Please bring matters to our attention promptly. We will not normally deal with complaints that are reported to us more than four months after the event as these are hard for us to investigate fairly.
Your tenancy will not be affected in any way by making a complaint to us.
A very small minority of customers make complaints that are vexatious, meaning they are raised without sufficient grounds and serving only to cause annoyance. If we believe that a complaint is being pursed unreasonably, we may choose not to handle it. This decision will be referred to the director of the relevant service area.
How do I make a complaint?
We welcome your complaint by:
T: 0300 123 6000
Or by writing to us at:
Customer Experience Team
How do you resolve a complaint?
We will always try to resolve your complaint at the first point of contact, establishing what we can do to put things right.
If we are unable to resolve the issue and agree any action, your complaint will be assigned to an officer from the relevant department who will aim to investigate the matter and respond to you within 10 working days. If the problem is complicated and we are unable to resolve the matter within this timeframe, we will write to and let you know the date by which we aim to be able to respond.
If you think we have not addressed your complaint fully, you may request that the Complaints Panel (comprising the head of the relevant service/Managing Director, a Board member, and a tenant representative) review your complaint and our resolution, but you must do so within 28 days. Please tell us why you feel that your complaint has not been answered and how you would like to see the matter resolved.
The panel will normally meet and consider your complaint within 28 days of receiving the appeal. You will be told of the date of the appeal, and can attend the meeting and present your case if you wish. We will try to hold panel meetings at a mutually suitable time and place convenient to all involved.
The Complaints Panel will decide whether the action we have taken or propose to take is fair and reasonable. We will write to you to confirm their decision within 5 working days of the meeting.
Sometimes we receive a complaint or appeal which we are unable to resolve without the help of an independent mediation service. This can be helpful in reaching a settlement when neither party can agree. We may ask you to consider mediation as a means of resolving a complaint at any stage in the complaints procedure.
If after exhausting our internal procedure you feel that your complaint has not been fully resolved, you have the right of appeal to a designated panel/person. This is a local councillor or MP, who are able to help resolve complaints or, if they are unable to help or feel that the complaint warrants it, refer it to the Housing Ombudsman without further delay.
Alternatively, you can wait eight weeks from the end of our internal procedure before applying directly to the Housing Ombudsman yourself. This is a free service for tenants, shared owners, leaseholders, hostel residents, ex-occupiers, and applicants only.
You must contact the Ombudsman within 12 months of being aware of the issue and having followed our complaints procedure. They will only consider the complaint if they think we have done something wrong. We will comply with the findings or recommendations the Ombudsman makes.
Their address is:
Housing Ombudsman Service
Harbour Exchange Square
London E14 9GE
T: 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)
Minicom: 020 7404 7092
We treat all complaints and appeals in the strictest confidence. We will not give out your name if you do not want us to. If during the course of our investigations we need to give out your name we will contact you first before we do this. We cannot deal with formal complaints if you do not give us your name.
Compliments and suggestions
We always welcome your views and comments about improving our services, so please let us know if you have any suggestions. We also like to hear compliments too, so please get in touch to share your positive views.
This policy covers complaints received by emh group in relation to services that are not considered as requiring regulation by the Financial Conduct Authority under Consumer Credit Activities.
Complaints relating to FCA regulated services are dealt with under a separate policy as required by the FCA. The services this covers are:
- Lifeline (not including personal alarms linked to tenancies)
- Financial advice, including debt advice and debt adjusting
- Tenants contents insurance
- Open Market Homebuy properties
- Equity loans
- Debt collection in relation to the above services