Making a complaint

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Complaints, compliments and suggestions

Tell us what you think about our services

Your views really matter to us. They help us to do things better our customers. So, if you’re not happy, or you have a suggestion about how we can provide a better service, please let us know.

What is a complaint?

Complaints should not be confused with everyday enquiries or appeals against an allocation for housing. A complaint is also not an issue with a neighbour or Anti-Social Behaviour. We deal with these in a different way.

Need help making a complaint?

If you need help, one of our team can record your complaint. You may also be accompanied by a friend at any stage of the complaints process.

What to do if you have a complaint or suggestion

The best way to tell us if you’re unhappy is by emailing Customer@mytht.co.uk, If you can’t email, then you can call our Customer Service Team on 0300 777 7777.

Help us improve our complaints process

Our Customer Complaints Panel review complaints on behalf of other customers and provide feedback on how we dealt with things and what we could do better in the future. We are doing this to give confidence that issues will be considered fairly and impartially. We are looking for customers to sit on the Panel. You can find out more here.

To view the Self Assessment Housing Ombudsman Complaints Code please click here.

How we listen to your complaint

Dissatisfaction

If you are unhappy, we’ll try to fix your problem straight away.
If we have to look into it more thoroughly, we’ll do this within two working days.
If this doesn’t fix the problem, we can make your complaint a formal one.

Complaint – Stage 1

You’ll be contacted as soon as possible to discuss the problem, and we’ll offer a solution within ten working days.
We may speak to you on the phone at this stage, and will keep you in the loop by letter to outline our response and explain a decision.
If you’re still unhappy, you can ask for your complaint to be reviewed by a senior manager.

Complaint – Stage 2

A Head of Service will look at all aspects of your complaint and our responses to you so far. All information considered during stage 1, and any new information will be considered.
The purpose of this stage is to review everything that has happened previously regarding your complaint. We will explore whether there is anything more we could do, or whether our original decision should have been different.
The review will be completed within five working days. We may speak to you on the phone at this stage, but we will always send you a written letter outlining our response and justifying any decision.
You can request a member of our new Customer Complaints Panel to help the Head of Service review their complaint.

If after this, you are still unhappy with the final decision, you can refer your complaint to the relevant ombudsman, such as the Housing Ombudsman. You can also ask for support from your local MP or councillor.

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