Putting things right
We want to provide a good service, but we recognise that things sometimes go wrong. If you are unhappy with our service, please tell us. We will listen, investigate fairly, explain our decision and put things right where we can. We also use complaints to improve our services.
How to raise a complaint
You can email complaints@oakhousing.org or call 020 8988 4781. You do not need to use the word “complaint” for us to recognise that you are dissatisfied. Someone else can complain on your behalf if you give them written permission.
Please tell us if you need help to make a complaint or take part in the process. We can consider reasonable adjustments, including how we communicate with you.
Service requests and complaints
A service request is an initial request for us to put something right, such as a repair. We will record and deal with it. If you are dissatisfied with our response, how we have handled the request or its outcome, we will give you the choice to make a complaint. We will continue working on the service request while we investigate your complaint.
If you remain dissatisfied with all or part of our Stage 1 response, you can ask us to escalate your complaint to Stage 2. You do not have to explain why. It helps if you ask within 28 calendar days of the Stage 1 response, but this is guidance, not a cut-off. We will consider later requests individually.
We will acknowledge, define and log your escalation within five working days of receiving it. Someone who did not consider your complaint at Stage 1 will review it. The Stage 2 officer will contact you within three working days of being assigned the review.
We will send our final Stage 2 response within 20 working days of acknowledging your escalation. If the complaint is complex and we need more time, we will explain why, give you a revised date and agree how often we will update you. An extension will normally be no more than a further 20 working days. We will also give you the Housing Ombudsman Service’s contact details.
Our final response will explain our decision and reasons, any remedy, any outstanding actions and how to refer your complaint to the Housing Ombudsman Service if you remain dissatisfied.
You can contact the Housing Ombudsman Service at any time during our complaints process for advice about complaint handling. If you remain dissatisfied after our Stage 2 final response, you can ask it to consider your complaint. You should normally do this within 12 months of our final response.
You can call 0300 111 3000, use the online complaint form, or write to:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston PR2 0ET
The Housing Ombudsman Service does not accept new complaint enquiries by email.
Your questions answered
We will acknowledge your complaint in writing and give you a point of contact. We may contact you to clarify the issues or discuss the outcome you are seeking. Please let us know how you would prefer us to communicate with you.
We will acknowledge a Stage 1 complaint or Stage 2 escalation within five working days of receiving it. We will then respond within ten working days of Stage 1 acknowledgement or 20 working days of Stage 2 acknowledgement. If we need an extension, we will explain why and tell you when to expect our response.
You can ask us to escalate a Stage 1 complaint to Stage 2. After our Stage 2 final response, you can refer the complaint to the Housing Ombudsman Service.
Yes. Please provide written permission for the person who will represent you.