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What happens after you Complaint
​​7. Stage 1 - Investigation
We always aim to resolve a complaint immediately and If we can’t resolve it for you immediately, it becomes a stage 1 complaint. We will log and acknowledge your complaint by writing to you or via email within 5 working days, outlining our understanding of the complaint, the outcome required and any exceptions. If the complaint or any part of it is not clear to us, we will seek clarication with the resident.
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​A full written detailed and clear response will be send within 10 working days of acknowledgement and addressing each item of your complaint. If we need more time, we will explain why and agree a revised timescale (no longer than an additional 10 working days).We will also inform residents in writing of their right to contact the Ombudsman an details will be shared with them
8. Stage 2
If you are unhappy with our response, you can request that your complaint is reviewed at Stage 2 within 20 days of our stage 1 response.. The complaint will be reviewed further by a manager. We will write down our findings and what we have done about your complaint. You should receive a full clear and detailed response within 20 working days, from our complaints manager addressing every issue you raised.. If more time is required, we will let you know and provide a new target date (up to 10 additional working days). After Stage 2, your complaint will be considered closed within our internal process. We will record and keep safely all the information in relation to a complaint
9. Compensation
If you feel that you are out of pocket or inconvenienced because of the issues you faced leading up to your complaint, you can request compensation.
Please consider what you think is a fair amount of compensation for losses
and this will be looked at as part of resolving your complaint.
Compensation is not a default outcome from any complaint.
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​10. What if I'm still not satisfied
If you are still unhappy after our final response, you can refer your complaint
to the Housing Ombudsman Service for independent investigation.
It's a free, independent and impartial service that helps to resolve complaints. You have the right to contact the Housing Ombudsman Service at any time during the complaint process.
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Housing Ombudsman Service
PO Box 1484, Unit D, Preston PR2 0ET
Phone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk
11. Accessibility and Awareness
​This complaints policy, including information about the Ombudsman and this Code.will be accessible and publicised via our website. We will include it in tenant handbooks, welcome packs, newsletters, our offices and other regular communications and will also be available in paper or electronic form on request.
12. Learning from complaints
Every time we resolve a complaint, we reflect on it and identify lessons to be learnt, identify any trends and recurring issues. This helps us to improve our services and prevent recurring problems or issues. We will share the lessons learned with service users and staff.
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13. Third Parties
We as the landlord are responsible for ensuring that any third parties handle complaints in line with the Housing Ombudsman complaints Code.
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​​This policy is reviewed annually, or sooner if required by changes in
legislation or Ombudsman guidance
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14. Unacceptable behaviour
We have a duty to protect the welfare and safety of our staff. We understand that people can become angry when they feel that a complaint or matter about which they feel strongly are not being dealt with as they wish. If that anger escalates into aggression towards our staff, we consider that unacceptable.
Any aggression or abuse directed towards our staff will not be tolerated. Aggressive or abusive behaviour includes language (whether verbal or written) that may cause staff to feel afraid, threatened or abused and may include threats, personal verbal abuse, derogatory remarks and rudeness. The use of swear words in written or verbal communication will not be tolerated and these communications will not be responded to. Swearing at members of staff will not be tolerated.
We also consider inflammatory statements, remarks of a racial or discriminatory nature and unsubstantiated allegations, to be abusive behaviour. We have an unacceptable behaviour in place which staff will use to manage unacceptable behaviour by residents..
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Complaints Policy
1. Purpose
At Pennine Housing Solutions CIC, we are committed to providing high-quality homes and services to all our residents. We understand that things can sometimes go wrong, and when they do, we want to put them right quickly, fairly, and transparently.
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This policy sets out how residents can raise a complaint and explains how we will respond, in line with the Housing Ombudsman’s Complaint Handling Code
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​2. Scope
This policy covers complaints regarding the standard or quality of our services, the conduct or attitude of our staff or contractors, and the handling of previous complaints. It does not cover matters that are subject to legal proceedings, have a separate appeal process, or occurred more than 12 months ago. Complaints outside this timeframe may be considered at our discretion if there are valid reasons for doing so.
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3. Definition of a Complaint
A complaint is any expression of dissatisfaction—however made—regarding the standard of service, actions, or lack of action by the organisation, its staff, or those acting on its behalf. Service requests (for example, reporting a repair) are not considered complaints unless you are dissatisfied with how they are being handled. In such cases, we will treat it as a complaint, without affecting our ongoing efforts to address the service request. All service requests will be recorded for monitoring and service review purposes.
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Residents do not need to use the word “complaint” for an issue or service failure to be treated as one. Whenever dissatisfaction is expressed, residents will have the option to formally raise a complaint. Complaints submitted via a representative or third party will be managed in accordance with our complaints policy.
4. Our Commitment
We are committed to ensuring accessibility, fairness, timeliness, transparency, and continuous learning in all complaints handling. Residents will not face any discrimination or differential treatment for making a complaint. Our goal is to resolve complaints as quickly as possible, after carefully assessing the necessary evidence and addressing any urgent concern
5. How to Make a Complaint
You can make a complaint by
Phone: 0113 4180134
Email: info@pennine-housing.co.uk
Online: Use our contact form
Post : 595 York Rd, Leeds, LS9 6NW
or in person. A representative may make a complaint on your behalf with your permission. ​
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We are committed to ensuring that all residents can raise a complaint. For example, we can provide complaint forms in an easy-to-read format. We will continue to make reasonable adjustments for our residents in accordance with the Equality Act 2010.​​
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​6. Exclusions
While we will not unreasonably decline a complaint or apply a blanket approach to excluding complaints, there are instances where we may not accept or escalate a complaint. The circumstances in which this may be appropriate are detailed in paragraphs 2 and 3 of this policy. If we do decline a complaint, we will clearly explain the reasons and provide guidance to the resident or their representative on contacting the Housing Ombudsman Service for further advice or support.
