We want your feedback

Feedback can come in the form of a complaint, compliment or general comment – but whatever it is that you want to tell us, we’re here to listen and do something about it. By giving us positive feedback, you let us know where we’re performing well and giving you a good service.

When you tell us about something that hasn’t gone well, or didn’t meet your expectations, we use that information to improve our services and do our best to make sure it doesn’t happen a second time.

Proudly supporting Hull’s communities one home at a time

Our feedback policy

Our feedback process

Your compliments and comments help us to improve our services going forward. If you have any positive feedback for us, we’d love to hear it, so we can do more of the same in the future.

We understand that sometimes things don’t work out and you need to let us know when that happens. To help you understand how we manage your complaint, we have put together a guide so that you know what to expect when you report a complaint. For your information, we don’t treat things like reporting a repair or antisocial behaviour as a complaint – you will only go through the steps shown here when you’re letting us know that you feel we’ve let you down.

You can make a complaint to us in writing by post or email, in person, over the phone, or on this website.

If you would like someone to act on your behalf when making a complaint please let us know that you are giving them authority to act on your behalf and that you are happy for us to share information with them.

If you are unhappy with something but don’t want to raise a complaint, we can deal with this as a quick resolution for you. This is where we take the chance to resolve the matter with you as soon as we can and will aim to agree a resolution with you within five working days. We’ll then keep in touch with you until the issue has been fully resolved. We will log these situations that took a quick resolution as a comment, so that we can still learn from them for the future.

If you are unhappy about the actions we have taken, decisions we’ve made, or believe we have failed to provide a good service, you can make a complaint, which will instigate a formal investigation. We’ll let you know the name and position of the person carrying out your investigation, and they’ll be your point of contact during the whole process. They will aim to get to the bottom of your issue and provide a resolution within 10 working days. If the process is going to take any longer, we’ll stay in touch with you to let you know what’s happening.

After receiving a formal response to your complaint, if you are still unhappy and feel that your issue hasn’t been resolved, we may be able to review your case at a panel meeting. It is important that you give us any new evidence or information you feel we didn’t previously consider. Your request to escalate your complaint to stage 2 must be made within 20 working days of you receiving our formal response to your complaint. Your request for escalation will be acknowledged within five working days. If it is accepted, it will be considered by a panel of senior managers. Handling a second stage complaint will take up to 20 working days and we will keep in touch if this will be longer for any reason.

The second stage is the last part of our internal complaints process. If you still feel that we’ve let you down, you can escalate your concern externally.
You can also, during any stage contact the Housing Ombudsman for advice. They may not get involved with the complaint itself if the internal process has not yet been completed, however they will be able to investigate if we are handling your complaint in line with their complaints handling code. 

To contact the Ombudsman, you can:

Write to

Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET

Email

–
info@housing-ombudsman.org.uk

Visit

–
www.housing-ombudsman.org.uk

Helping you find a place to call home in Hull & East Riding

Feedback Form

If you’ve had a recent experience with us, great or otherwise, please let us know using this form. We want you to give as much detail as needed, so you can attach a document too. If you need to provide us with more information, of if you have a question, please email info@hcha.co.uk

Please confirm that you have read and understood the following data protection statement: The information you provide will be held by Hull Churches Housing Association in accordance with our data protection policy, privacy notices and retention schedules; the Data Protection Act 1998; and the General Data Protection Regulation 2018. It will be used solely for the purposes described on this form. The information you provide will not be passed on to any third parties without your permission and Hull Churches Housing Association does not sell any data to third-party organisations.*