Complaints and compliments

  • We value your thoughts, views and feedback.

    Hearing what you have to say is important so we can continuously improve our service.

We value your thoughts, views and feedback. Complaints and compliments are a great way for us to get a better understanding of what works well and where we can improve.

In this section you will find information on how to make a complaint and what you can expect from us. You will also find information on what other independent agencies and authorities are available to help you. 

Our aim is to try and resolve any issues or dissatisfaction at the earliest opportunity and we have introduced an easier and clearer way for our sheltered and leasehold residents to make a complaint or compliment about our services. We have adopted the ethos from the new Housing Ombudsman Code to assess and improve our complaints process.

Handling complaints, compliments and comments policy

Our new complaints, compliments and comments policy sets out how our tenants and leaseholders can make a complaint and we will work with them to resolve their complaint. Our policy also sets out how we will learn from complaints, comments and compliments to continuously improve our service. Here is the policy:  Handling complaints, compliments and comments in sheltered, ILA and leasehold Policy v4 2020 [pdf] 384KB

Here is our care home complaints policy: Handling complaints, compliments and comments in care homes Policy v1 2021 [pdf] 496KB
Here is our care home complaints procedure:  Complaints procedure for care homes v1 2021.pdf [pdf] 457KB

If you would like to let us know about an issue that you are concerned about, but do not want to make a complaint (e.g. such as a missed repair), please use our Contact Us form instead.

What to expect when making a complaint

We are committed to providing high-quality services and we value complaints and use your feedback to help us improve our services.
Sometimes things can go wrong, or you maybe dissatisfied with our service - if this happens please tell us.

Here is a helpful guide about making a complaint, how we will deal with it and the formal two stage complaints process. 
Your guide to making a complaint, compliment or comment[pdf] 218KB

How to make a complaint

Before making a complaint, have you tried to contact us? We might be able to quickly sort out your issue.

If you have a concern, it is often best to start by talking it through with your scheme manager or care home manager. This may help resolve the matter without the need to make a formal complaint.

If the matter remains unresolved, you can contact us by:

  • Emailing us at complaints@sussexhousing.org.uk to make a complaint.
  • Emailing us at office@sussexhousing.org.uk to give us a compliment or make a comment.
  • Ringing the Customer Service Officer (CSO) on 01323 875242.
  • Writing to the CSO at Sussex Housing & Care, Ronald Simson House, 24 Sutton Avenue, Seaford BN25 4LG.
  • Please use the online complaints form below to send in your complaint.

When complaining, please tell us:

  • Your full name and address;
  • As much as you can about the complaint;
  • What has gone wrong;
  • How you want us to resolve the matter.
Send us your complaint

Note: Questions marked by * are mandatory







*

How to send us your compliment

It's always great to hear when you're satisfied with our service and we encourage you to tell us when things have gone well so we can learn from them.

Send us your complaint

Note: Questions marked by * are mandatory


*

Here to help you

There are external agencies and organisations you can contact for support and further information.

Housing Ombudsman Service

The Housing Ombudsman Service provides advice and support to tenants about complaining to their landlord, as well as considering formal complaints from tenants who have exhausted their landlord's complaints process.

PO Box 152, Liverpool, L33 7WQ
Phone: 0300 111 3000  
Email: info@housing-ombudsman.org.uk
Website: https://www.housing-ombudsman.org.uk/residents/

The Local Government and Social Care Ombudsman
PO Box 4771, Coventry, CV4 0EH
Phone: 0300 061 0614
www.Igo.org.uk 
    
Care Quality Commission Customer Service Centre
Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
Phone: 0300 616161
www.cqc.org.uk    

Citizen's Advice Bureau
Adviceline (England): 0800 144 8848
www.citizensadvice.org.uk

Age UK
Advice line: 0800 678 1602
www.ageuk.org.uk

 

How we comply with the complaint handling code

The Housing Ombudsman Service published a new Complaint Handling Code in July 2020, setting out good practice that will allow landlords to respond to complaints effectively and fairly. 

We, as a landlord, have been asked to self-assess against the code and publish our results.

Here is our self-assessment:  Complaint Handling Code self-assessment December 2020.pdf [pdf] 284KB