1 Introduction
We take all complaints seriously and aim to resolve them quickly and fairly. Oakwood Housing Group Ltd. is committed to providing a high standard of service, and we value feedback from residents, landlords, referral partners, and members of the public. This policy outlines how you can make a complaint and what to expect from the process.
2 How to Make a Complaint
You can make a complaint in any of the following ways:
By Phone
Call our office during business hours to speak with a member of our team.
In Person
Speak directly with your support worker or a member of staff.
3 What Happens Next
Once we receive your complaint, we follow a clear process to ensure it is handled fairly and promptly:
Acknowledgement
We will acknowledge your complaint within 3 working days of receiving it.
Investigation
A designated member of staff will investigate the complaint thoroughly, gathering relevant information and speaking with those involved.
Response
We aim to provide a full written response within 10 working days. If more time is needed, we will keep you informed of progress.
4 Escalation
If you are not satisfied with the outcome of your complaint, you have the right to escalate it. Escalated complaints will be reviewed by a senior manager who was not involved in the original investigation.
To escalate, please write to us at info@oakwoodhousinggroup.co.uk clearly stating that you wish to escalate your complaint and the reasons for your dissatisfaction with the initial response.
5 External Bodies
If you remain dissatisfied after completing our internal complaints process, you may wish to contact an external body:
- Local Government and Social Care Ombudsman – investigates complaints about councils and some other organisations providing local public services.
- Housing Ombudsman Service – provides independent, impartial dispute resolution for housing complaints.
- Your local council – may be able to assist with complaints related to housing standards and conditions.
6 Contact Us
If you wish to make a complaint or have any questions about this policy, please contact us: