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Comments, Compliments and Complaints

You can help us to deliver high quality services to all our customers by making a comment, compliment or complaint. Your feedback is extremely important to us and will help us to continually improve what we do.

What is a Comment?

A comment is a suggestion about how we could do things differently or improve our services. We will let you know of any changes made as a result of your comment.

What is a Compliment?

A compliment is any expression of satisfaction, gratitude or thanks in relation to the service you have received. Your compliments are shared with the person who provided the service and help us to improve by learning from our successes.

What is a Complaint?

A complaint is an expression of dissatisfaction with our action or lack of action, or concern about the standard of service provided by or on behalf of Dales Housing. We use complaints to identify and implement service improvements.

How we define different types of Complaint:

Informal Complaint

Formal Complaint

A Complaint is not:

How do I make a Comment, Compliment or Complaint?

You can contact us by completing and submitting our online Comments, Compliments & Complaints form or by downloading a copy by clicking here. If you need assistance to complete the form, we can help you to do this or alternatively we can take the information over the phone.

Please see our Contact Us section of the website for alternate ways to get in touch.

Our complaints procedure

We recognise that there will be occasions when our service may fall short of what you expect. We welcome and treat seriously all complaints that are made about the quality of service provided.

Stage 1

We will always aim to resolve the issue straight away. However, where this is not possible, the relevant Manager will investigate the matter and respond to you in 8 calendar days. If we accept your complaint, we will let you know what we are going to do to put things right. If your complaint is not upheld, you will be given the reason why and the steps to take should you disagree with the decision.

Stage 2

If you are dissatisfied with the outcome of Stage 1, you have 28 calendar days to appeal against the decision. Should you appeal, your complaint will be reviewed by the Executive Director and Chair of the Board.

Stage 3

If the matter still remains unresolved to your satisfaction you may ask for your complaint to be considered by a 'Designated Person'. A Designated Person can be an MP, or a local Councillor.

A Designated Person will help to resolve the complaint in one of two ways; they can try and resolve the complaint themselves or they can refer the complaint straight to the Housing Ombudsman. If they refuse to do either, you can contact the Ombudsman directly, however, there must be at least 8 weeks from the end of Dales Housing’s complaint process before the Ombudsman can consider the case.

Further information can be found at: www.housing-ombudsman.org.uk