Complaints and feedback
It’s very important to us that every C&C resident has a voice and feels able to give us feedback on the services that we provide.
As a charitable organisation, our staff really appreciate hearing from you if you’ve had a particularly positive experience. We always aim to be helpful, efficient and to deliver our resident services in the right way the first time. But occasionally, we may fall short of your expectations. If you’ve had a problem in dealing us, please let us know so that we can correct our mistakes quickly and work to improve our services.
How to offer feedback
If you want to make a suggestion on how we can improve our service to you, we recommend that you try to resolve it in the first instance by speaking to your Housing Officer or Service Officer at the scheme or other relevant team member. We also offer an enquiry form you can complete on our website.
Please note, access to Connect from SimplyUnite is being withdrawn, please use this form with any enquiries regarding rent and feedback.
How to make a complaint
Usually, the best people to put matters right are the team responsible for delivering the service to you, so in the first instance we may try and resolve your complaint, once we have received it, by asking that team to contact you and see if they can resolve your concerns. If that’s not possible, we’ll deal with your complaint formally and send you a written response detailing what we can do.
Our complaints process follows two stages:
Email us via email@example.com, call the Service Hub on 020 7922 5300 or speak to your Housing or Service Officer. Your complaint will be formally acknowledged within five working days and investigated within 10 working days. You will then receive a written response with the outcome.
If you are unhappy with the outcome at Stage 1, you can escalate your complaint to stage 2, where it will be investigated by a Head of Service, who will write to you within 20 working days with our final response. As this is our final response, we will clearly outline how you may be able to escalate your complaint to the Housing Ombudsman.
We’re a member of the Housing Ombudsman Scheme and we’re committed to its Complaint Handling Code. This means you can be reassured that if we can’t resolve your complaint, there’s an independent body who can assess how we’ve dealt with your concerns.
Our self-assessment against the Complaint Handling Code can be found here.
Designated Complaints Panel
We also have a tenant’s panel, called the Designated Complaints Panel (DCP), consisting of customers who have carried out extensive training. Its role is to act independently and objectively to help resolve complaints locally. After our stage 2 response, if you ask the DCP to review your complaint, they will look at all the documentation relating to your complaint and meet with you on an online meeting to hear your views.
You can find out more about our process by reading our Complaints Policy