Complaints and Feedback

We're committed to getting it right first time and providing a service that offers value for money for our customers, however we know that sometimes we don't always achieve this for you. We use complaints and your feedback as a tool for learning and to make improvements to our services. You can give feedback or make a complaint below. You can also let us know when we have done a job well done or have delivered a great service.  We really appreciate your feedback. 

Here you can view a copy of our Complaint Policy 2024 which meets the requirements of the Housing Ombudsmans Complaint Handling Code, if you require the policy in a different language or in alternative format, please contact complaintssupportteam@incommunities.co.uk

 Our latest performance can be found here: complaints performance.

Compliments – when we get it right

If you want to celebrate a job well done, thank a member of our team or have something to say about the services we provide, please let us know. 

Comments – when we can do better

You may simply want to make a comment or a practical suggestion that you would like us to think about.  We promise to let you know if we are able to make changes as a result of your suggestion.
 

Complaints – when we get it wrong

Let us know as soon as possible if you have a complaint about the quality of the service we provide, delays in providing you with service or the helpfulness of our staff or representatives, as we may not be able to consider your complaint if you leave it more than 12 months to tell us about it. We treat all complaints as an opportunity for us to learn and to continuously improve our services. On resolution of your complaint we will ask you how satisfied you were with how it was handled, we will use this to continuously improve our complaints process. 

If we have delivered a service to you as agreed in our standards or procedures, but you remain unhappy, your feedback will be recorded and will be used to help us decide what changes could be made at the next service review.

The below shows you how you can expect your complaint to be handled and what happens if you remain dissatisfied

Complaints and feebback

From 31st December 2020 all Housing Associations have been asked to self-assess against the Housing Ombudsman Complaint Handling Code. Here you can find our 2024 self-assessment Code Self-Assessment  which was undertaken by six of our customers in March 2024

Housing Ombudsman Service

The Housing Ombudsman offer a free independent and impartial service, they investigate complaints and resolve disputes involving customers and leaseholders of social landlords (housing associations and local authorities). You can contact the Housing Ombudsman during any stage of your complaint  housing-ombudsman.org.uk. You can view the Statutory Complaint Handling Code here complaint-handling-code.

Complaint failure orders -  the latest complaint failure orders are here complaint-handling-failure-orders 

Information hub - you can find out more about how the Housing Ombudsman work with landlords like us here The Housing Ombudsman Service . To see their latest decisions visit decision

How to get in touch with us

You can make a comment , complaint or compliment by completing our comments, compliments, complaints leaflet. Or alternatively you can make a complaint or comment by filling in the form below or emailing complaintssupportteam@incommunities.co.uk. You can also call us on 0330 175 9540 or contact us by letter to The Quays, Victoria St, Shipley BD17 7BN. You can make a compliment here give a compliment thank you.

Compliments, Comments, Complaints

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We appreciate you taking the time to contact us.  Your feedback will help us to shape and improve our services, to make sure they are right for you.