What is a complaint?

We are determined to provide a high quality service to all our customers.

So we need to know when you are not happy with the service you get (and when you think we've done something particularly well). Our complaints procedure helps you tell us when things go wrong, and gives us all the information we need to put things right.

What is a complaint?

It's when you tell us you are not happy with:

  • the standard of service you get from Northwards Housing; or
  • our failure to do something we agreed to do; or
  • the way you have been treated.

Making a complaint will not affect your right to fair treatment and a good service from us.

What are the benefits?

There are advantages of a formal complaints system:

  • you know your complaint will be dealt with consistently and efficiently, rather than get lost in red tape
  • you will get a fair decision based on a recognised procedure, not the opinion of an individual
  • you know what to expect and when to expect it
  • it turns annoyance into positive action
  • it offers a solution to the problem

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