Make a complaint

Our aim is to get things right first time. However, there will be times when we disappoint and, if you want to complain, we have a formal procedure which we must follow. The intention of the procedure is to make sure that your complaint gets heard, is acted upon and that we learn from it.

You might find it useful to download our Making a Complaint Leaflet from the Relevant Files section in the right hand margin which provides a summary of our complaints policy and procedure. There is a form at the back of the leaflet that you can fill in and send to us.
 
Please note that we will contact you to discuss your report before taking further action and will not approach other parties involved without your agreement.
 
Alternatively, you can make your complaint more quickly and easily by using our online portal here
Are you dissatisfied?

Our aim is to get things right first time. However, there will be times when we disappoint and, if you want to complain, we have a formal procedure which we must follow. The intention of the procedure is to make sure that your complaint gets heard, is acted upon and that we learn from it.

In order to handle your situation most effectively, we need to find out, by our company policy, if your dissatisfaction is a complaint or not. To be classed as a complaint, your dissatisfaction will be because of:

  • The standard of service received from Hastoe or
  • Hastoe’s response to a request for a service or
  • Hastoe’s action or lack of action.

If your problem falls into one of these categories, please click here to see our complaints policy.

You should contact our customer services hub on 0300 123 2250, if your dissatisfaction relates to the following:

  • A first request for a service (such as a repair). It will only become a complaint if the service requested has not been performed or has been inadequately performed.
  • Neighbour disputes or anti-social behaviour, unless the complaint refers to our failure to deal with the disagreement appropriately
  • Issues regarding hate crime or domestic violence
  • A dispute against the amount of rent or service charge being charged
  • A claim being dealt with by our insurers
  • Issues where a resident has commenced legal action against us
  • Appeals against policy decisions.

You can also make a formal complaint, service request or raise an issue via our new customer portal here
 

 

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