At Railway Housing Association, we’re committed to providing great homes and services and an outstanding resident experience.
However we know sometimes things go wrong and when they do, we really want you to tell us, so we can learn, deal with any issues and improve our services for you for the future.
If you wish to make a complaint you can call us on 0800 028 7428, email us at residentfeedback@railwayha.co.uk or you can make a complaint online here
Stage One
We’ll write to you within five working days and let you know the name of the manager handling your complaint. We always aim to resolve your complaint and write to you again within 10 working days of the date we send your first letter, or discuss and agree a timescale that works for us both.
Stage Two
If you’re not happy with the outcome of your stage one complaint, you can ask us to move it on to stage two. This time it will be a director dealing with your complaint, so we’ll write to you and let you know their name within five working days. At stage two, we aim to conclude it and write to you within 20 working days of the date of your first letter, or we’ll discuss and agree a suitable timescale with you.
At this stage, it’s the end of our internal complaints process, but if you’re still not satisfied, you can contact the Housing Ombusdman.
Housing Ombudsman
The Ombudsman provides a free and independent service and investigates complaints from housing association residents.
The Ombudsman has its own Complaint Handling Code, with timescales the same as ours at Railway Housing Association.
The Ombudsman won't usually consider a complaint until you have been through both stages of our own procedure, but it can offer you advice and support at any stage.
You can get in touch with the Housing Ombudsman Service here:
· Online complaint form: www.housing-ombudsman.org.uk/residents/make-a-complaint/
· Phone: 0300 111 3000
· Email: info@housing-ombudsman.org.uk
· Postal address: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
We'll always try and resolve a complaint as soon as we can, but if you need extra support or advice while it’s being investigated, you can contact your local:
· Citizens Advice Bureau
· Housing Advice Centres
· Law Centres
· Independent Mediation Service
If you’d like to read our complaints policy and procedure, please have a look on our website at railwayha.co.uk or get in touch and we'll send you a copy.
For more information, you can contact us on 0800 028 7428 or email residentfeedback@railwayha.co.uk
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