Making a Complaint
We are committed to providing high-quality customer service. We value complaints and use information from them to help us improve. If something goes wrong or you are dissatisfied, please tell us.
What is a complaint?
We regard a complaint as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Hatton Housing Trust Ltd, or those acting on its behalf, affecting an individual resident or group of residents. It is important to note that a complaint for these purposes is a formal complaint against us as your landlords. It is not a complaint in the way we ordinarily use the word i.e. about something you would like to have done at your home that we are responsible for or any anti-social behaviour complaints which are dealt with separately. A copy of the anti-social behaviour policy is available from the Secretary on request.
How do I complain?
You can complain to the Secretary by phone, in writing or by emailing.
What information do I need to provide?
When complaining, tell us:
- your full name and address
- as much as you can about the complaint
- what has gone wrong
- how you would like us to resolve the matter.
Our complaints policy
Our Complaints Policy sets out how the Trust will deal with complaints from tenants.
If we are unable to resolve your complaint
If we are unable to resolve your complaint, you can ask the Housing Ombudsman to review how your complaint has been handled. You will be provided with contact information for the Ombudsman and your right to access the Housing Ombudsman Service at the early stage and throughout the complaints process.
A copy of the Hatton Housing Trust Self-Assessment for the Housing Ombudsman Complaint Handling Code, the Trust’s Complaint Policy, the Governing Body Response, the Service Improvement Report and a copy of the Housing Ombudsman Complaint Handling Code, are available to download by the links below.