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Complaints process

We’ll try to resolve any concerns you have raised quickly, and a colleague will be in touch to rectify the problem. However, if we are not able to resolve the issue we will log this as a formal complaint. We have a three-stage process for dealing with formal complaints:

 

Stage 1 – Formal complaints

Formal complaints are allocated to a specific person in the business who will contact you (either by phone, or face-to-face) to discuss your concerns. We aim to resolve all formal complaints within five working days and will write to you to confirm the result of our investigations.

If you’re not satisfied with our response, you have the right to appeal against our decision, within 14 days of our written response being sent to you.

Stage 2 - Appeals

Appeals against a complaint’s decision will be considered by someone who’s not been involved in the complaint (usually a Head of Service). They may contact you to discuss your complaint to find out why you’re unhappy with the original decision and to see if you have any further information. The decision of the appeal investigation will be final.

The Housing Ombudsman Service (HOS)

If they are not satisfied following the outcome of their appeal then Aspire’s Housing customers have the right to progress their complaint to the Housing Ombudsman Service. (This does not apply to customers of PM Training or Realise).

 

The Housing Ombudsman can be contacted at:

The Housing Ombudsman Service

PO Box 152

Liverpool

L33 7WQ

Telephone: 0300 111 3000

Email: info@housing-ombudsman.co.uk

Website: www.housing-ambudsman.org.uk

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