Make a Complaint

What is a complaint?

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Target Housing, our team, or those acting on our behalf, affecting a resident or group of residents.

What is not a complaint?

Some areas of dissatisfaction fall outside the scope of our complaints policy and we will not investigate them as a complaint. These are when:

• The issue that is being complained about happened over twelve months ago. If there is a good reason why the issue wasn’t raised prior to this time we may consider this as a complaint, but this will be at our discretion.
• Legal proceedings have started and a claim has been filed at court.
• Matters have previously been dealt with as a formal complaint.

You can make a complaint in a number of ways:

• By completing the online Feedback form found below or on our tenants page.
• By phone on 03302020403
• By email on [email protected]
• Face to face

What Happens when you make a Complaint

Stage 1

1. You will receive acknowledgement that we have received your complaint within 5 working days of you making the complaint.
2. We will carry out an investigation and give you a response in writing within 10 days from acknowledgment.

Not happy with our response?

Stage 2

1. If you are dissatisfied with all or part of our response you can request a review.
2. We will carry out an investigation by a Service Manager, Head of Service or Director (as appropriate) who has not been involved in the previous investigation
3. We will send you an acknowledgment of this review within 5 working days
4. A response to the review will be sent to you within 20 working days from acknowledgment.

Still not happy?

If you are still not happy with our response and feel your complaint has not been resolved you have the right to contact your local MP or local councillor to seek a local resolution or you can contact the Housing Ombudsmen as any point during the complaints procedure.