We are sorry to hear you are unhappy with the service you have received. To tell us about your issue and what we can do to resolve it, you can contact us in any of the ways listed below:

  • 0345 8 507 507 - Text Relay calls welcome. Calls to OneCALL may be recorded for training purposes. 
  • Email - [email protected]
  • Complete a service enquiry form on our website.
  • Contact us by social media.
  • Visit one of our hubs.
  • Talk to one of our employees. 
  • Write to us at Merefield House, Whistler Drive, Castleford, WF10 5HX

We aim to resolve your issue quickly and effectively, we call this a ‘Service Request’. Once we are aware of your issue, we will aim to resolve this at the earliest possible opportunity. However, we may need to make more enquiries or gather information to resolve things to your satisfaction and ensure you are in contact with the right person to answer your query.

If a more detailed enquiry is needed, or after our initial enquiries you are unhappy with the outcome, we will enter your complaint at Stage 1 of our Complaints Procedure.

There are some complaints we are unable to consider, if your complaint is one of these, we will tell you, explain why and advise you on your next steps.

A complaint is defined as:

  • an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by us, our employees, or those acting on our behalf, affecting an individual resident or group of residents.

A service request is defined as:

  • a request from a customer requiring action to be taken to provide a service or fix a problem. Service requests are not complaints, but will be recorded, monitored and reviewed regularly.

Stage 1

Complaint investigation

Your complaint will be acknowledged within five working days and we will contact you to discuss your complaint and the resolution you have requested.

We aim to provide a written response within 10 working days. On occasion we may need to extend the response time, but we will only extend by up to a further 10 working days and we would notify you to explain why.

If we are unable to reach an agreement, you can seek guidance from the Housing Ombudsman Service. If you feel our response has not fully answered your complaint, or you disagree with our findings, you should contact the investigating officer to discuss any concerns. If after talking to them you are still unhappy, you can request that your complaint is considered at Stage 2 of our Complaints Procedure.

Escalation to Stage 2

If you are dissatisfied with the resolution at Stage 1, you can escalate your complaint to Stage 2 within 20 working days from the date of the Stage 1 decision letter. It would help us if you can tell us why you are dissatisfied so we can continue our investigation.

We aim to provide a written response within 20 working days. On occasion we may need to extend the response time, but we will only extend by up to a further 20 working days and we would notify you to explain why. 

If we are unable to progress your complaint, we will confirm the reasons why and give you advice on how you can pursue your complaint with  the Housing Ombudsman Service.

How to contact the Housing Ombudsman Service

Fill in the online complaint form: https://www.housing-ombudsman.org.uk/residents/make-a-complaint/

Email [email protected]

Phone 0300 111 3000

Phonelines are open Monday to Friday 9am to 5pm (closed for training on Thursdays from 3.30 pm to 5 pm).

Write to:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET

Unacceptable behaviour protocol

We expect employees to treat our customers with respect and we ask the same in return. We will not tolerate unacceptable behaviour and we may choose to deal with your complaint differently or restrict access to the complaints procedure if your behaviour is deemed to be unacceptable. If we were to restrict your access, you would be notified in writing of our decision and the reasons for this.

Learning from complaints

Every complaint offers us an opportunity to learn and improve our services to customers.  We welcome customer feedback so please tell us about your complaints experience and any suggestions you have on how we can improve our services. You may wish to send us a compliment about the way we managed your complaint, to provide feedback you can write to us at:

Customer Relations

Merefield House

Whistler Drive

Castleford

WF10 5HX

Alternatively, you can email us at [email protected]