Compliments, comments and complaints
Incommunities offer a range of housing to rent, for sale and shared ownership as well as providing care and support for vulnerable residents, repairs and maintenance and other services aimed at meeting the needs of our local communities
Through our regeneration and charitable activities, we are working in communities; with people, partners and charities across our districts to improve lives and create great places to live.
We're committed to getting it right first time and providing a service that offers value for money for you, our customers. We want to know what you think about the quality of the services we provide. We will regularly check our performance and report to customers and staff.
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 6 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
To view a copy of our complaints policy, Complaints-Policy.pdf [pdf] 162KB
From 31st December 2020 all Housing Associations have been asked to self-assess against the Housing Ombudsman Complaint Handling Code. You can find our self assessment here.
For more details about the Housing Ombudsman visit their website https://www.housing-ombudsman.org.uk/ you can also view the latest complaint failure orders here https://www.housing-ombudsman.org.uk/about-us/corporate-information/publications/complaint-handling-failure-orders/
The Housing Ombudsman Service has set up an information hub for social housing residents, you can find out more about how they work with landlords like us here. To see their latest decisions visit https://www.housing-ombudsman.org.uk/decisions/
Click below to see how we are performing
To get in touch with us, fill in our Making a compliment, comment or complaint about our services leaflet or alternatively fill in the online form below.
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.