Complaints and compliments policy

We work hard to provide a good service and to get things right first time for our tenants, families, representatives and other stakeholders.

Sometimes, however, things can go wrong. If you are unhappy with any aspect of our service, we want to hear from you so that we can put things right and learn from your experience.

This page explains how to make a complaint, what you can expect from us, and how we will handle your complaint in line with our Complaints Policy.

You can download our full complaints policy here (PDF).

You can download and Easy Read version of our complaints policy here (PDF).

When dealing with complaints, we will always aim to be fair, put things right and learn from what has happened.

If you are unhappy with something that Fairoak, or someone working on our behalf, has done or failed to do, we encourage you to tell us.

In the first instance, please speak to your Housing & Support Officer, who will do their best to resolve the issue quickly and informally. If the matter cannot be resolved straight away, you can make a formal complaint using the process outlined below.

Annual Complaints Performance and Service Improvement Report

Download: Board Response to Complaints Performance 2024

Download: Complaints Self Assessment 2026

Fairoak has a two stage complaints process as follows:

Complaints Process Stage 1:

Fairoak will aim to resolve complaints quickly and informally wherever possible. Where appropriate, we may contact the tenant (or their representative) by telephone or arrange a visit to see whether the issue can be resolved straight away.

If the complaint cannot be resolved immediately or requires further investigation, we will acknowledge it within five working days. We will confirm that the complaint has been logged and explain who is responsible for handling it.

We will investigate the complaint and provide a written Stage 1 response within 10 working days of receiving it.

Where we find that things have gone wrong, we will acknowledge this, apologise, and take appropriate action to put things right. This may include providing a remedy or compensation where appropriate. We will also use complaints to learn and improve our services, policies and procedures.

Our Stage 1 response will explain:

  • Our decision;
  • The reasons for our decision;
  • Any action we will take to put things right; and
  • How the tenant (or their representative) can ask for the complaint to be reviewed at Stage 2 if they remain dissatisfied.

 

Complaints Process Stage 2:

If a tenant (or their representative) is not satisfied with the Stage 1 response, they can ask for their complaint to be reviewed at Stage 2. This request can be made using any of the methods available at Stage 1.

Stage 2 complaints will be reviewed by a Board member who has not previously been involved in the complaint. This helps to ensure that the complaint is considered independently and fairly.

The reviewer will carry out a fresh review of the complaint to understand why the tenant remains dissatisfied. This will include considering the original complaint, the Stage 1 response, the handling of the complaint, and whether the outcome was reasonable and in line with Fairoak’s policies and procedures.

We will provide a full written response within 20 working days of receiving the request to escalate the complaint. If we are unable to meet this timescale, we will explain why and tell the tenant when they can expect a response.

The Stage 2 response is Fairoak’s final response to the complaint. It will clearly explain our decision, the reasons for it, and any actions we will take to put things right.

If the tenant (or their representative) remains unhappy after receiving our final response, they can refer their complaint directly to the Housing Ombudsman Service for independent review. We will provide details of how to contact the Housing Ombudsman with our Stage 2 response.

Housing Ombudsman Review

If you are unhappy with our response to your complaint, you can contact the Housing Ombudsman Service.

You can contact the Housing Ombudsman at any stage of the complaints process for advice and guidance. Once you have received Fairoak’s final complaint response (Stage 2), you can ask the Housing Ombudsman to investigate your complaint if you remain dissatisfied.

Contact the Housing Ombudsman

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

Visit:
Make a complaint to the Housing Ombudsman

Email:
info@housing-ombudsman.org.uk

Telephone:
0300 111 3000

Confidentiality

We understand that making a complaint can be difficult. We will treat all complaints in confidence, respect your privacy, and make sure that your concerns are considered fairly, consistently and without prejudice.

Designated Complaints Officer

The Customer Engagement Officer is Fairoak’s designated Complaints Officer. They are responsible for overseeing complaint handling, monitoring compliance with our Complaints Policy, and ensuring complaints are handled fairly, consistently and in line with the Housing Ombudsman’s Complaint Handling Code.

Complaints Involving Safeguarding Concerns

Where a complaint raises a safeguarding concern relating to an adult with care and support needs, Fairoak will respond in accordance with its Safeguarding Policy and local multi-agency safeguarding procedures. This may include making a referral to the relevant local authority or other statutory agencies where appropriate.

Monitoring and Learning from Complaints

We value complaints because they help us improve our services and learn from our mistakes. We regularly review complaints and the lessons learned to make sure we continue to provide the best possible service to our tenants.

We do this by:

  • Keeping a record of complaints, outcomes and lessons learned.
  • Monitoring how effectively complaints are handled and seeking feedback from complainants.
  • Identifying trends and areas for improvement.
  • Reporting complaint performance, outcomes and learning to the Board at least twice a year.
  • Sharing information about complaints and service improvements through our website, newsletters and annual report.

The Housing Ombudsman and the Complaint Handling Code

The Housing Ombudsman’s Complaint Handling Code sets out how social landlords, including Fairoak, must handle complaints. The Code helps ensure that complaints are dealt with fairly, consistently and within clear timescales. It also encourages landlords to learn from complaints and use feedback to improve services.

The Code also explains what tenants can expect when they make a complaint, including how complaints should be investigated, how decisions should be explained, and how landlords should put things right when something has gone wrong.

Tenants and their representatives can contact the Housing Ombudsman Service at any stage of the complaints process for advice and support. If they remain dissatisfied after receiving Fairoak’s final response, they can ask the Housing Ombudsman to independently review their complaint.

The Housing Ombudsman Self Assessment

Fairoak Housing Association is a member of the Housing Ombudsman Scheme and handles complaints in line with the Housing Ombudsman’s Complaint Handling Code.

The Code sets out the standards we must meet when dealing with complaints and helps ensure that complaints are handled fairly, consistently and within clear timescales.

Each year, we carry out a self-assessment against the Code to review our performance, identify any areas for improvement and demonstrate our compliance.

You can download our current self assessment document here.

Compliments

We always welcome feedback about what we are doing well. If you have received excellent service from a member of staff, volunteer or contractor working on our behalf, we would love to hear from you.

Your compliments help us recognise good practice, celebrate success and learn what matters most to our tenants and their families.

You can send us a compliment using the same methods available for making a complaint. An Easy Read compliments form is also available to download from our website.

Contact us

If you’d like to find out more about Fairoak Housing Association, how to become a tenant or any other matters, please get in touch.

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    Complaints and compliments policy

    We work hard to provide a good service and to get things right first time for our tenants, families, representatives and other stakeholders.

    Sometimes, however, things can go wrong. If you are unhappy with any aspect of our service, we want to hear from you so that we can put things right and learn from your experience.

    This page explains how to make a complaint, what you can expect from us, and how we will handle your complaint in line with our Complaints Policy.

    You can download our full complaints policy here (PDF).

    You can download and Easy Read version of our complaints policy here (PDF).

    When dealing with complaints, we will always aim to be fair, put things right and learn from what has happened.

    If you are unhappy with something that Fairoak, or someone working on our behalf, has done or failed to do, we encourage you to tell us.

    In the first instance, please speak to your Housing & Support Officer, who will do their best to resolve the issue quickly and informally. If the matter cannot be resolved straight away, you can make a formal complaint using the process outlined below.

    Annual Complaints Performance and Service Improvement Report

    Download: Board Response to Complaints Performance 2024

    Download: Complaints Self Assessment 2026

    Fairoak has a two stage complaints process as follows:

    Complaints Process Stage 1:

    Fairoak will try to resolve the complaint by telephoning or visiting the tenant (or their representative) on the day that the complaint is received to see if we can put things right.

    If further time is required to investigate a complaint, we will write to the complainant within 5 working days, acknowledging the complaint and advising who will be managing the complaint.

    We will aim to complete our investigations and respond in writing within 10 working days of receiving the complaint.

    Fairoak will also acknowledge where things have gone wrong and apologise for any mistakes, take any appropriate action, offer compensation and, on an evidential basis and  where appropriate, ensure that we learn from the complaint and make any changes to our policies and procedures that may be necessary.

    We will also advise the tenant (or their representative) that if they are still not satisfied with how their complaint has been dealt with, they can ask to progress it to Stage 2 of our complaints process.

    Fairoak will aim to resolve complaints quickly and informally wherever possible. Where appropriate, we may contact the tenant (or their representative) by telephone or arrange a visit to see whether the issue can be resolved straight away.

    If the complaint cannot be resolved immediately or requires further investigation, we will acknowledge it within five working days. We will confirm that the complaint has been logged and explain who is responsible for handling it.

    We will investigate the complaint and provide a written Stage 1 response within 10 working days of receiving it.

    Where we find that things have gone wrong, we will acknowledge this, apologise, and take appropriate action to put things right. This may include providing a remedy or compensation where appropriate. We will also use complaints to learn and improve our services, policies and procedures.

    Our Stage 1 response will explain:

    • Our decision;
    • The reasons for our decision;
    • Any action we will take to put things right; and
    • How the tenant (or their representative) can ask for the complaint to be reviewed at Stage 2 if they remain dissatisfied.

     

    Complaints Process Stage 2:

    If a tenant (or their representative) is not satisfied with the Stage 1 response, they can ask for their complaint to be reviewed at Stage 2. This request can be made using any of the methods available at Stage 1.

    Stage 2 complaints will be reviewed by a Board member who has not previously been involved in the complaint. This helps to ensure that the complaint is considered independently and fairly.

    The reviewer will carry out a fresh review of the complaint to understand why the tenant remains dissatisfied. This will include considering the original complaint, the Stage 1 response, the handling of the complaint, and whether the outcome was reasonable and in line with Fairoak’s policies and procedures.

    We will provide a full written response within 20 working days of receiving the request to escalate the complaint. If we are unable to meet this timescale, we will explain why and tell the tenant when they can expect a response.

    The Stage 2 response is Fairoak’s final response to the complaint. It will clearly explain our decision, the reasons for it, and any actions we will take to put things right.

    If the tenant (or their representative) remains unhappy after receiving our final response, they can refer their complaint directly to the Housing Ombudsman Service for independent review. We will provide details of how to contact the Housing Ombudsman with our Stage 2 response.

    Housing Ombudsman Review

    If you are unhappy with our response to your complaint, you can contact the Housing Ombudsman Service.

    You can contact the Housing Ombudsman at any stage of the complaints process for advice and guidance. Once you have received Fairoak’s final complaint response (Stage 2), you can ask the Housing Ombudsman to investigate your complaint if you remain dissatisfied.

    Contact the Housing Ombudsman

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

    Visit:
    Make a complaint to the Housing Ombudsman

    Email:
    info@housing-ombudsman.org.uk

    Telephone:
    0300 111 3000

    Confidentiality

    We understand that making a complaint can be difficult. We will treat all complaints in confidence, respect your privacy, and make sure that your concerns are considered fairly, consistently and without prejudice.

    Designated Complaints Officer

    The Customer Engagement Officer is Fairoak’s designated Complaints Officer. They are responsible for overseeing complaint handling, monitoring compliance with our Complaints Policy, and ensuring complaints are handled fairly, consistently and in line with the Housing Ombudsman’s Complaint Handling Code.

    Complaints Involving Safeguarding Concerns

    Where a complaint raises a safeguarding concern relating to an adult with care and support needs, Fairoak will respond in accordance with its Safeguarding Policy and local multi-agency safeguarding procedures. This may include making a referral to the relevant local authority or other statutory agencies where appropriate.

    Monitoring and Learning from Complaints

    We value complaints because they help us improve our services and learn from our mistakes. We regularly review complaints and the lessons learned to make sure we continue to provide the best possible service to our tenants.

    We do this by:

    • Keeping a record of complaints, outcomes and lessons learned.
    • Monitoring how effectively complaints are handled and seeking feedback from complainants.
    • Identifying trends and areas for improvement.
    • Reporting complaint performance, outcomes and learning to the Board at least twice a year.
    • Sharing information about complaints and service improvements through our website, newsletters and annual report.

    The Housing Ombudsman and the Complaint Handling Code

    The Housing Ombudsman’s Complaint Handling Code sets out how social landlords, including Fairoak, must handle complaints. The Code helps ensure that complaints are dealt with fairly, consistently and within clear timescales. It also encourages landlords to learn from complaints and use feedback to improve services.

    The Code also explains what tenants can expect when they make a complaint, including how complaints should be investigated, how decisions should be explained, and how landlords should put things right when something has gone wrong.

    Tenants and their representatives can contact the Housing Ombudsman Service at any stage of the complaints process for advice and support. If they remain dissatisfied after receiving Fairoak’s final response, they can ask the Housing Ombudsman to independently review their complaint.

    The Housing Ombudsman Self Assessment

    Fairoak Housing Association is a member of the Housing Ombudsman Scheme and handles complaints in line with the Housing Ombudsman’s Complaint Handling Code.

    The Code sets out the standards we must meet when dealing with complaints and helps ensure that complaints are handled fairly, consistently and within clear timescales.

    Each year, we carry out a self-assessment against the Code to review our performance, identify any areas for improvement and demonstrate our compliance.

    You can download our current self assessment document here.

    Compliments

    We always welcome feedback about what we are doing well. If you have received excellent service from a member of staff, volunteer or contractor working on our behalf, we would love to hear from you.

    Your compliments help us recognise good practice, celebrate success and learn what matters most to our tenants and their families.

    You can send us a compliment using the same methods available for making a complaint. An Easy Read compliments form is also available to download from our website.