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If you’re reading this page, you’re probably feeling frustrated with us. We want to reassure you by sharing information about our complaints process.

We define a complaint as:

"An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”

If you need help please get in touch

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What happens next?

You can give us a call or send us an email – please include as much specific detail as possible. Attaching photos will also help us investigate further.

Stage one

10 days

We'll acknowledge your complaint within 5 working days (usually 48 hours) to tell you we’ve got your complaint.

We’ll investigate your complaint to find out what has gone wrong and how we can fix it. We’ll report back what we’ve found out, what we’re going to do to put it right, and we’ll say sorry.

Hopefully at this stage, you're happy with the outcome and we can close your complaint.

Stage two

20 days

If not, we continue to the next stage. Like Stage 1, we will acknowledge your escalation to stage 2 within 5 working days (usually 48 hours).

We’ll re-investigate your complaint again and involve the next level of management, usually a Director for their perspective.

We’ll report back with what we found out, we'll say sorry, and we'll let you know what we’re going to do to put it right.

Complaint closed

By now, we hope we’ve reached a resolution and you’re happy for your complaint to be closed.

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What if you're still not happy?

If we can’t agree at the end of Stage two, the next step is to take your complaint to the Housing Ombudsman.

Contacting the Housing Ombudsman

The Housing Ombudsman are there to support you if you're not happy with the outcome of your complaint with us. They will carry out an independent review of how we handled your complaint and make recommendations if we could have done things better.

You can contact them directly at any time.

Complaint Handling Code

The Complaint Handling Code became statutory on 1 April 2024, meaning that landlords are obliged by law to follow its requirements. The Code aims to achieve best practice in complaint handling and ultimately to provide a better service to residents.

Here is our report on complaints performance as well our response to the latest self assessment 

If you have any feedback about this self-assessment or would like to get involved in reviewing our complaint process, please let us know by emailing xxx@aspirehousing.co.uk

More detail on the updated complaint handling code can be found on the Housing Ombudsman Website.