Complaints, feedback and appeals
Feedback is important to us as it helps to shape our services. If you want to share a suggestion, give a compliment or make a complaint please contact us here.
Investigating your complaint or appeal
You can make an official complaint or appeal, in the following ways:
-
- Write to us
- Call us on 0300 365 1111
- Pass your complaint to a member of staff
- Email us at enquiries@ovh.org.uk
We will acknowledge your complaint or appeal within two working days and give you a full response within 10 working days.
Escalating your complaint or appeal
If you are unhappy with the outcome of your complaint or appeal, you can request a review of your case. You can do this in the same way that you made your initial enquiry. Please tell us why you are not satisfied with our initial response. Again, we will acknowledge your contact within two working days and provide a full written response within 10 working days. Your response letter will also include an explanation of what you can do if you are still unhappy.
Contacting the Housing Ombudsman Service
The Housing Ombudsman (HO) is an independent complaints regulator, set up to impartially resolve complaint disputes between Registered Providers and their customers.
We work in line with the HO’s complaint handling code. This helps us to resolve your complaints fairly, quickly, and effectively in line with best practice, whilst providing data to set industry benchmarks.
At any point of the complaints process, you are able to contact the HO, who may offer assistance whilst we investigate your complaint.
You can contact the HO via:
- PO Box 152, Liverpool L33 7WQ
- 0300 111 3000
- info@housing-ombudsman.org.uk
In July 2020 the Housing Ombudsman released a Complaint Handling Code to enable us to resolve complaints raised by our residents quickly and to use the learning from complaints to drive service improvements.
We are fully compliant with the new code and are committed to providing an annual self-assessment, to ensure we remain compliant, enabling a positive complaint handling and improvement culture across the organisation. This self-assessment is reported to our Board members and is also available for customers.
We continually monitor our complaints to improve our processes and make it easier for you to raise a complaint when needed. We will report on the complaints we receive and provide information on other feedback we receive in our annual Complaints Report.
We regularly review how we are performing as an organisation and report on our performance quarterly and annually.
If you would like to make a suggestion, compliment, complaint or appeal, please or contact us.