A resilient organisation, making a positive difference to homes, lives and communities
We welcome your feedback as we want to provide excellent services to our customers.
We know that sometimes things go wrong or the service you receive falls short of your expectations.
When this happens, we want to hear from you so we can put it right and improve our services to prevent similar problems from happening again.
We introduced a new complaints and feedback policy on 1 April 2021, following an extensive review which took into consideration:
The new complaints policy makes it even easier for customers to make a complaint and provide feedback. The stages have also been simplified to ensure that complaints are investigated by the relevant service team and resolved as quickly as possible.
Complaints are also analysed and reviewed against transactional and STAR surveys results and any other feedback to enable us to see if there are issues with a service, staff member or internal process.
We consider that a complaint is:
“An expression of dissatisfaction, however made, about the standards of our service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of residents”
An example of this would be:
Please note:
If you are looking to leave a compliment, you can do that here.
Please note: This form is not for reporting anti-social behaviour or problems with your neighbours. It also should not be used to report a repair for the first time. To report anti-social behaviour or problems with you neighbours please contact your neighbourhood officer or use our online form. To report a non-emergency repair for the first time please use our online form.
Call our customer services team on 0800 048 8955
Email - feedback@housingplusgroup.co.uk
Write to:
Customer complaints and feedback team
Housing Plus Group
Acton Court
Acton Gate
Stafford, ST18 9AP
Contact us on Facebook
If you live in one of our retirement living communities, you can speak to your retirement living officer for further help and guidance.
Accessibility
If a customer requires additional help in making a complaint, we will provide help and support, or, if preferred, complainants can seek assistance through external agencies, for example Citizens Advice.
Customers may prefer to have a representative deal their complaint on their behalf. This may be by an advocate, carer, family member, elected member, agency, or professional body. Where this is the case we must receive or hold a signed authority from the customer which authorises us to communicate with the customer’s appointed advocate or representative.
There are two stages to our complaint’s procedure. Our overall aim is to get things right at the first instance and resolve the matter at Stage one.
If a complaint is more complicated and it is not possible to resolve within the timescales listed, we will contact you to let you know when to expect an answer and why.
Stage one
Stage two
Housing Ombudsman
Please be aware that you are able to contact the Housing Ombudsman at any stage of your complaint for further advice and assistance.
Tel: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk
If you feel your complaint has not been resolved after it has completed our complaints process, you can:
For housing-related complaints:
Contact the Housing Ombudsman Service to review your case.
Call: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Complete an online form at: www.housing-ombudsman.org.uk/contact-us/
For care-related complaints:
Approach the Local Government and Social Care Ombudsman after you receive your final decision. You can contact them on:
Tel: 0300 061 0614
Website: https://complaints.lgo.org.uk/
If your complaint relates to a regulatory issue, you can contact the Care Quality Commission (CQC) on:
Tel: 0300 061 6161
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk.
It's always nice to receive compliments when we've done something well and exceeded your expectations.
You can share compliments by completing our online form.
Call our customer services team on 0800 048 8955
Email – feedback@housingplusgroup.co.uk
Write to:
Customer complaints and feedback team
Housing Plus Group
Acton Court
Acton Gate
Stafford, ST18 9AP
Contact us on Facebook
If you live in one of our retirement living communities, you can pass your comments or compliments to your retirement living officer.
| Attachment | Size |
|---|---|
 Homes Plus - Appendix B - Self Assessment April 23.pdf | 243.24 KB |
| Homes Plus - Self Assessment November 22.pdf | 238.54 KB |
 HPG self-assessment form July 2020.docx | 36.41 KB |
| SARH self-assessment form July 2020.docx | 36.64 KB |
We regularly review customer satisfaction feedback so that we can detect areas where we need to improve. To see some of the changes that have been made as a result of customer feedback, click the button below to visit the dedicated page on the Homes Plus website.
| Attachment | Size |
|---|---|
| Complaints and feedback policy.pdf | 264.34 KB |
| Complaints and feedback policy - Key facts.pdf | 234.98 KB |
| Complaints policy - Appendix A - CTH complaints procedure.pdf | 127.03 KB |
| Government’s white paper published in November 2020.pdf | 11.06 MB |
| HPG compensation policy - Nov 2021.pdf | 192.23 KB |