We want to provide good services to all our residents. If something goes wrong, we want to know about it so we can put it right and learn from what happened.

A complaint is when you tell us that you are unhappy with:

• A service we have provided.
• Something we have done.
• Something we have failed to do.
• The actions of a member of staff or someone working on our behalf.

Examples of complaints

You may want to make a complaint if:

• We have not responded within the timescales we promised.
• We have not kept you informed about an issue you reported.
• A repair has not been completed properly.
• You feel we have not followed our policies or procedures.
• A problem you reported has not been resolved.

Issues that are not usually complaints

Some issues are not normally treated as complaints when they are first reported. Instead, they are dealt with by the appropriate team.

These include:

• Reporting a repair for the first time.
• Reporting anti-social behaviour.
• Raising a safeguarding concern.
• Reporting a neighbour dispute.
• Asking for information or advice.

For example, reporting a repair is not normally a complaint. However, if there are delays, communication problems or concerns about how the repair has been handled, you may wish to make a complaint.

There are also some situations where we may not be able to investigate a complaint, such as matters already being considered by the police, the courts or the Housing Ombudsman.

Not sure?

If you’re not sure whether something is a complaint, please get in touch anyway. We will listen to your concerns and make sure they reach the right team.

Call us: 01392 273462
Email: mail@cornerstonehousing.net

Find out more

Visit: https://cornerstone.prioritypixels.dev/how-we-deal-with-complaints/

This version is both resident-friendly and more closely aligned with Cornerstone’s published complaints guidance.