Complaint Policy
At National Housing Disrepair, we aim to provide the best service to all our clients. However, if something goes wrong or you’re not happy with our service, we want to hear from you. We take all complaints seriously and use them to improve how we work.
Our Promise
We will handle your complaint fairly, openly, and as quickly as possible. You will not be treated any differently because you’ve made a complaint. Your feedback helps us provide better service for everyone.
How to make a complaint
If you have a complaint, you can contact us in any of the following ways:
- By phone: [Insert number]
- By email: [Insert email address]
- By post: [Insert office address]
- Online form: [Insert link if available]
Please include your name, contact details, and a clear explanation of your complaint. If possible, also provide any documents or evidence that may help us understand the issue.
What happens next?
Once we receive your complaint, we will:
- Acknowledge your complaint within 2 working days.
- Investigate the matter and provide a full response within 5 working days.
- If we need more time, we will let you know why and when you can expect a final answer.
What If you’re not satisfied with our response?
If you’re unhappy with our final response or we take longer than 8 weeks to resolve your complaint, you can contact the Legal Ombudsman for housing disrepair claims. They offer a free and independent service.
Legal Ombudsman
Website: www.legalombudsman.org.uk
Phone: 0300 555 0333
Email: enquiries@legalombudsman.org.uk
You must contact them within 6 months of our final response.
We’re here to help
We know making a complaint can feel stressful, but we’re here to listen and put things right. Your concerns matter, and we will always work to resolve them quickly and fairly.