Make a complaint

If you are not happy with the service SHP have delivered, or how we have delivered it, please let us know, and we will try to fix what has gone wrong.

If you have a dispute with your neighbour or an anti social behaviour complaint, you must report this using our report anti social behaviour page.

 

Complaint form

 

1. Report it

You can make a complaint online 24/7 or by calling, emailing, visiting or writing to SHP.

 

2. Agree resolution

We will review your complaint and together we will agree what needs to happen to resolve said complaint quickly. We will either offer a rapid resolution or carry out a full investigation.

 

If we agree to provide a rapid resolution, we will agree with you:

  • what the resolution should be

  • what we will do to put the matter right

  • when we will do what we have agreed to do

 

3. Acknowledge

If we agree with you to carry out an investigation, this will start with our formal complaints procedure. This is stage 1 of our complaints procedure.

 

We will acknowledge your complaint within 2 working days, using your preferred method of contact. The acknowledgement will tell you:

  • who will investigate the complaint

  • what we will investigate and the agreed points of the complaint

  • when you will receive a response

  • the reference number for your complaint

 

4. Investigate

A manager will conduct a full investigation to ascertain what has gone wrong. They will make contact with you during the investigation and develop a formal response.

 

5. Formal response

We will provide you with a formal response to the complaint within 10 working days of our acknowledgement.

The formal response will tell you:

  • what we have investigated and the agreed points of the complaint

  • what we have established

  • what we have done

  • what we are doing

  • what we are going to do

  • what lessons we can learn, if any

 

After our formal response, we will discuss with you whether or not your complaint has been resolved. If it has been resolved, we will close the complaint. If it has not been resolved, we will explain to you what the possible next steps are. This may include escalation of the complaint to another stage, or a referral to the Housing Ombudsman.

 

Things to keep in mind
  • not all complaints will be accepted

  • we cannot be held responsible for services which we do not provide

  • we cannot change the law

  • we cannot intervene in an ongoing legal process

  • the Housing Ombudsman requires you to follow our complaints procedure before they will take on your case

  • Neighbourhood disputes and ASB complaints should follow our ASB procedure

  • pest and vermin problems in your home are your responsibility

  • pests and vermin in the communal areas should be reported as a repair