Complaints

We acknowledge that sometimes things may not go right and when this happens, we want you to tell us so we can make amends as quickly and effectively as possible and learn from any mistakes.

Although we are your landlord, all our properties are managed by our partner property managers, and as they are experts in managing your home, you should always contact them with any queries or to make a complaint about the service you have received. Please click here to contact your property manager. 

In recognition of ReSI Housing’s service structure all Stage 1 complaints will usually be handled by third-party property managers acting on behalf of ReSI Housing in line with ReSI Housing Complaints Policy, however they could be handled by a member of the ReSI Housing’s team.

ReSI Housing and the designated third-party property managers will operate the Complaints Policy in line with the objective of seeking swift, effective complaints resolution.

We set high standards for the quality of service that we want you to receive, however, if you are not happy with the services you have received either from us or one of the property managers acting on our behalf, we are here to listen and help. 

What is a complaint?

In line with the Housing Ombudsman Code, we define a complaint as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.

Making a complaint

You can make a complaint in three, easy ways:

• Complete our online form 
• Email us at complaints@resi-homes.com 
• Call us on 020 7382 0909

Our formal complaints procedure: 

• refers to a complaint which requires some degree of investigation and / or follow-up, and cannot therefore be resolved on an informal / quick-resolution basis.

Our formal complaint process includes two stages:

Stage 1 

• When you make a complaint, we will acknowledge it in 5 working days and contact you if we need more information. 
• We will investigate your complaint, and a written response will be sent to you within 10 working days. In our response we will inform you of our decision, the reason for reaching that decision and, if necessary, what action will be taken. 
• If we cannot respond to your complaint within 10 working days, we will explain why and provide a date when you can expect to receive a full response.  This will not usually exceed a further 10 working days without a good reason.
• In an exceptional circumstance, where we cannot respond to your complaint within 20 working days, we will contact you to discuss the delay and agree on a new timeframe. 

Stage 2

• If you are dissatisfied with our response to your formal complaint in Stage 1, you can escalate your complaint to Stage 2 within 4 weeks of receiving the stage 1 response.
• When you escalate your complaint to Stage 2, we will acknowledge it in 5 working days. ReSI Homes or the designated property manager will provide a written response within 20 working days of the Stage 2 compliant being acknowledged detailing how we intend to resolve the complaint. 
• If more time is required, you will be informed as soon as possible of an estimated time-frame by which a decision will be made, however we aim to resolve any Stage 2 escalations within 20 working days of receiving the request to escalate. 

You can find out more about how we manage our complaints in our Complaints Guide. You can also read our Complaints Policy.

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The Housing Ombudsman 

The Housing Ombudsman Service was set up to resolve disputes involving the tenants and leaseholders of social landlords. The service is free, independent, and impartial. 

You can approach the Housing Ombudsman at any time for independent advice on your complaint.

Once your complaint has processed through our internal procedure, if you are still unhappy you can ask the Housing Ombudsman to review the complaint.

Housing Ombudsman’s Complaint Handling Code

The Housing Ombudsman has published a revised Complaint Handling Code which provides good practice for landlords on fair and effective complaint handling.

To find out how we have ensured that our policies and process are aligned with the revised code please read our Self-assessment against the Housing Ombudsman’s code.

The Housing Ombudsman Complaint Handling Code is designed to promote best practices in complain handling, ultimately improving services for customers. To ensure compliance, the Housing Ombudsman requires landlords to publish an annual Performance and Service Improvement Report.

Response from the ReSI Homes Board:
“The Board of ReSI Homes places great importance on customer feedback and views complaints as a valuable opportunity to learn from customer experiences and improve its services. The Annual Complaints Performance and Service Improvement Report highlights that, despite ReSI Homes’ compliance with the Housing Ombudsman’s Complaint Handling Code, there are specific areas in need of enhancement. This is particularly relevant for properties where services are owned and managed by third parties, such as building or estate landlords. ReSI Homes will continue to monitor progress and provide necessary constructive feedback”

Read our annual Performance and Service Improvement Report here >

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