Make a complaint
We try to resolve all individual issues quickly and informally but if you are dissatisfied with our service you can raise a formal complaint.
Please complete a Stage 1 form below with details of your complaint and what you would like us to do to put things right and return to feedback@womenspioneer.co.uk.
Alternatively you can call us on 0208 749 7112 or send a stage 1 form to our office, Third Floor, 3 Angel Walk, Hammersmith W6 9HX
Women’s Pioneer Housing’s complaints policy and procedure is available here:
We have a two-stage formal complaint process:
Stage 1
At stage one, we will acknowledge your complaint within five working days, complaints will be responded to by a Manager within ten working days of this acknowledgement.
If your complaint is about the Manager, it will be handled by a Director. As part of this response the Officer responsible for the service will seek to make contact with the complainant to resolve the matter, unless the issue is their conduct in which case the manager will seek to make contact.
If further investigations are required this timeline may be extended, usually by no more than a further ten working days. We will let you know if this is the case and will seek to agree a new timescale.
Stage 2
If you are not satisfied with our stage 1 response, you can ask to escalate to Stage 2 within one month of receiving the Stage 1 response. Please complete a stage 2 form and return to us.
Your complaint will be considered by a Director. If a Director handled your complaint at Stage 1, it will be considered by a different Director at Stage 2.
The Director will usually arrange a phone call with you and seek to send a formal written response within twenty working days of receiving the stage two complaint form.
If further investigations are required this may be extended, usually by no more than ten working days. This will then complete our internal process.
The Housing Ombudsman Service
You can contact the Housing Ombudsman Service (HOS) at any stage of your complaint for advice.
The contact details of the Housing Ombudsman are below.
Housing Ombudsman Service
PO Box 152 Liverpool L33 7WQ
www.housing-ombudsman.org.uk
Phone: 0300 111 3000
Email: info@housingombudsman.org.uk
Complaints Handling Code Self-Assessment
The Housing Ombudsman’s complaint handling code sets out good practice that will allow landlords to respond to complaints effectively and fairly.
Following the feedback we received from residents, we’ve carried out a self-assessment which sets out the areas how we comply with the Housing Ombudsman code. We’ve also outlined the actions we’re taking to improve how we handle and learn from customer feedback.