Complaints

Making a Complaint

At STAR Housing, we’re committed to providing excellent service, and your feedback helps us get better. 

If something hasn’t gone right, we want to hear about it. Whether it’s a concern, a complaint, or a suggestion, we’ll listen and do our best to put things right.

How to Make a Complaint

There are several easy ways to get in touch:

What Counts as a Complaint?

A complaint is simply an expression of dissatisfaction about a service we’ve provided in the last twelve months. This could be about:

  • Our staff
  • An action we’ve taken
  • Something we didn’t do

We take complaints seriously and want to work with you to find a solution. 

How We Handle Complaints

We’re here to listen, learn, and improve. If something hasn’t gone quite right, we want to make it easy for you to tell us, and to feel confident that we’ll take your concerns seriously. 

  • We’ll acknowledge your complaint within five working days. 
  • We aim to respond and resolve it within 10 working days of your complaint being acknowledged. 
  • If you’re not happy with the outcome, you can ask us to look at it again by moving to Stage Two. 
  • You don’t need to give a reason to escalate your complaint.
  • We’ll acknowledge your Stage Two complaint within five working days, and aim to respond within 20 working days of your complaint being acknowledged. 

Some complaints are more complex and may take a little longer to resolve. If that happens, we’ll keep you updated and let you know when you can expect a response, and why there’s a delay. 

We’ll also share details of the Ombudsman Service, so you know your options. 

If you need independent advice or support with your complaint, you can contact the Housing Ombudsman at any time.

They will usually only begin a formal investigation once you have received your stage 2 complaint response, but they’re available throughout the process if you want guidance.

Housing Ombudsman Service
0300 111 3000
info@housing-ombudsman.org.uk
www.housing-ombudsman.org.uk

Contacting the Housing Ombudsman will not affect your tenancy or the services you receive from STAR Housing.

What You Can Expect From Us

At every stage, we’ll carry out a thorough investigation. If we find something went wrong, we’ll work with you to agree on a fair and reasonable way to put things right.

Whatever the outcome of your complaint, we’ll clearly explain how we reached our decision. 

What We’ll Include in Our Response

After each stage, we’ll write to you with:

  • A summary of your complaint (as we’ve agreed with you) 
  • What we’ve looked into and what we found 
  • Our decision and the reasons behind it 
  • Any actions we’re taking to put things right 
  • Details of how to escalate your complaint if you’re still not satisfied

We’re committed to making things better, and your feedback helps us do just that. 

Make a complaint

COMPLAINTS

Additional Support

We may be able to offer additional support to access the complaints process. If you feel this would benefit you, please notify us of your requirements as soon as you can. Additionally, if there are any vulnerabilities, disabilities or specific personal circumstances that may be relevant to your complaint, please inform us at the earliest opportunity.

Our Complaint Handling Policy and Performance

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If We Can’t Resolve Your Complaint

We always aim to sort things out quickly and fairly. If we’re unable to resolve your complaint, and you are a tenant of STAR Housing, you can contact the Housing Ombudsman Service for independent support and they may be able to help you reach a resolution.  

Before contacting the Ombudsman, we encourage you to use our complaints process first. This gives us the chance to put things right. 

Housing Ombudsman

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