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Home > About us > Complain or give feedback

Complain or give feedback

If you feel we have done something well, got something wrong or provided a poor service, please tell us. If we have made a mistake, we want to have the opportunity to put things right. You can give us your feedback online using the form below, by phone, email, social media, by letter or in person.

You may also contact the independent Housing Ombudsman Service at any time to discuss your issue:

Our complaints procedure

If you make a complaint, we will:

  • Acknowledge your complaint.
  • Ask you at the start what outcome you are hoping for.
  • Inform you of what action we will take to bring your complaint to a satisfactory conclusion.
  • Resolve your complaint quickly and fairly. You will have the chance to discuss this in person with us and can bring a relative, friend or advisor if you wish.
  • Phone you once we have resolved your complaint to ask you how satisfied you are with how we handled it. This call is made by an independent organisation who has not previously been involved in the process, so you can speak freely and honestly.

Read our:

How we will respond to you

Feedback

A customer service advisor will log your comments and share your feedback with the relevant service manager as soon as you get in touch.

Feedback with investigation

Our customer services advisors have up to 48 hours to investigate your concerns and will either offer a resolution or pass the matter on to one of our complaint handlers. If after 48 hours you are still dissatisfied with the way that your concerns have been handled, we will then begin our complaint process.

Complaints (stage 1)

If applicable, we will inform you who has taken over your case and give you a courtesy call on day 5 to update you on progress.

Our aim is to reach a satisfactory conclusion within 10 working days of you first raising the issue.

If new issues are raised during this stage of the investigation, the complaint handler will try to incorporate these (if relevant) into their investigation and subsequent response. However, if the new issue(s) will cause an unreasonable delay to the stage 1 response, it will be logged as a new complaint.

If you remain dissatisfied with the solutions offered at this stage, you have 5 days in which to tell us you wish to escalate the complaint (stage 2).

Complaint escalation (stage 2)

A senior manager will call you to introduce themselves and have a further 5 days in which to review and resolve your case.

Unresolved issues

If you do not feel that we have resolved the issue satisfactorily, you have the right to escalate your complaint to your local MP or councillor.

You may also consider taking your complaint at any stage of your enquiry to the independent Housing Ombudsman Service

What we do with your feedback

We value all feedback and use this to help us improve our services.

The Housing Ombudsman’s Complaint Handling Code

We work closely with the Housing Ombudsman Service, the official body set up by law to look at complaints about housing organisations that are registered with them. Their service is free, independent and impartial for our customers to access.

The Ombudsman’s Complaint Handling Code sets out requirements to allow us and other landlords, to respond to complaints effectively and fairly. The purpose of the Code is to enable landlords to resolve complaints raised by their customers quickly and to use the data and learning from complaints to drive service improvements.

Cottsway fully supports the Code and we assess our practices against this to ensure we are complying. Find out more about the Code:

Changes to the code and our next self-assessment: April 2024

From 1 April 2024, the Code will become statutory and will place a legal duty on the Ombudsman to monitor whether housing associations like Cottsway comply with the Code, regardless of whether the Ombudsman receives a complaint from customers about their landlord. 

We are required to carry out a self-assessment against the code every year. Cottsway does this annually, or whenever we introduce major service changes that may affect customer’s satisfaction. We also present our findings to our Board each time.

As part of the Code update, we must now also submit our findings to Housing Ombudsman each year, alongside our Tenant Satisfaction Measures (TSMs). 

We are currently reviewing our policy and procedure in line with the changes, and will be carrying out an updated self-assessment which will be published on this webpage when completed (due mid-April). In the meantime, you can you read our latest:

Make a complaint or give feedback

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We expect our staff to be treated with courtesy and respect.

We will not tolerate unreasonable behaviour.

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