We’re committed to providing quality homes and services. However, we know that occasionally things can go wrong, and you may feel the need to raise a formal complaint. We want to make this process as straightforward as possible for you.

What is a complaint?

A complaint is when you feel we haven’t provided a satisfactory service, made a mistake, or acted unfairly in our direct responsibilities. We encourage you to first discuss your concerns with the team who initially helped you. If unresolved, you can then make a formal complaint.

Please note, a complaint does not typically include:

• Neighbour disputes
• Neighbour nuisance or anti-social behaviour – Unless you feel we haven’t handled a previously reported incident properly, please find out more on how to report incidents of anti-social behaviour here.
• Actions of external parties – We can only address issues related to our own services and those working directly with or for us.

Not a complaint? If you need to report a repair, request a service (like support with anti-social behaviour), or have a general enquiry, please contact our Customer Service Centre here. These enquiries are usually dealt with more quickly through our regular service channels.

Communication and Support

We offer a range of communication options to suit your needs, including written, phone, in-person, and email contact.

If you do not wish to make the complaint yourself, we are happy to deal with someone who will represent you. This may be a local official, family member, or other body such as an advocate. You may need to give us permission if your complaint concerns sensitive information.

Understanding our Timelines

In-line with the Housing Ombudsman Complaint Handling code we aim to:

• Resolve a Stage One complaint within 10 Working days
• Resolve a Stage Two complaint within 20 Working days.

• Using AI to help write a complaint

  Some customers may choose to use AI tools, such as ChatGPT, to help write a complaint.

  This can be a useful way to explain what has happened, but it’s important to check that any information generated by AI is accurate and reflects your own experience.

  Before you start

  Think about:

  • What happened
  • When it happened
  • What went wrong
  • What you would like us to do to put things right

  Protect your personal information

  If you’re using an AI tool, avoid sharing:

  • Your full name
  • Address
  • Account or tenancy details
  • Any other sensitive personal information

  You can add these details when you submit your complaint to us.

  Using AI effectively

  AI can help you:

  • Organise information into a clear timeline
  • Explain an issue more clearly
  • Rewrite text in plain English
  • Summarise a longer explanation

  Always check the final version before sending it to us. AI can sometimes:

  • Include inaccurate information
  • Misunderstand what happened
  • Add details you didn’t provide
  • Refer to laws or rights that may not apply to your situation

  Your complaint should be based on facts and your own experience.

  Simple prompts you can use

  Explain what happened

  “Help me put these events into a clear timeline: [add details]”

  Make my complaint clearer

  “Rewrite this complaint in plain English. Keep it clear and easy to understand.”

  Explain the impact

  “Help me explain how this situation affected me using the information below. Do not add any extra details.”

  Write a complaint

  “Use the information below to write a clear and polite complaint. Only use the facts I provide and do not add anything else.”

  Before you submit your complaint

  Take a moment to check:

  • Is everything accurate?
  • Does it reflect what happened?
  • Have I removed any unnecessary information?
  • Does it clearly explain what went wrong and what I would like to happen?

  Need help?

  If you’d prefer to speak to someone directly, we’re here to help. You can contact our Customer Service Centre and we’ll support you through the complaints process.

High-Rise Customer Complaints

You can make a relevant compliant to One Vision Housing relating to high rise building safety.

A relevant complaint involves:

• Structural failure and spread of fire (building safety risks)

  Examples

  • Flammable cladding on the outside of a building
  • Fire doors or smoke extraction which are not working or missing that may increase the risk of fire spread
  • Failure of the building’s structure, such as parts of the building collapsing, cracks, or parts of the building falling off.
• The performance of One Vision Housing

  Examples

  • Communications to customers
  • Responses to raised concerns
  • How building safety risks are managed

Escalating Your Complaint or Appeal

If you are unhappy with the outcome of your Stage 1 complaint or appeal, you can escalate your complaint to Stage 2 of our complaint process. You can do this in the same way that you made your initial enquiry. When submitting your review request, please ensure you explain why you are not satisfied with our initial response. We will acknowledge your request within five working days and provide a full written response within 20 working days. Your response letter will also explain what you can do if you are still unhappy.