We have two stages for investigating your complaint.
Dealt with by the relevant Officer or Manager.
If you are unhappy with the result and can present additional information which may change the outcome, you can ask for your complaint to be heard by an Appeal Panel. This is a Head of Service and two independent trained customers. You can also choose for only a Head of Service to hear your complaint.
You can find out more about how we deal with complaints in the Customer Feedback Policy. The Unacceptable Behaviour Policy tells you what behaviours we do not accept from customers.
Download the Customer Feedback Policy
Download the Unacceptable Behaviour Policy
As a member landlord of the Housing Ombudsman Scheme, SHG are required to adhere to the Housing Ombudsman’s Complaint Handling Code. See the Complaint Handling Code on the Housing Ombudsman’s website. In order to ensure compliance with the Complaint Handling Code, SHG completed the Housing Ombudsman’s Self-Assessment form, which is available below:
Complaint handling code self-assessment