Complaints and Feedback

Comments and feedback

Although the Henley & District Housing Trust seeks to provide the best possible service it can to all its tenants, we realise that occasionally you may have a complaint to make.

Making a complaint

We hope we’ll deal with any concerns quickly and efficiently. But if you feel we haven’t properly dealt with your problem or request, please email complaints to enquiries@henleyhousing.co.uk or fill out the form below.

Complaint process

We have a formal process to make sure all complaints are treated fairly.

• Stage 1 - If you are not entirely satisfied with the practices and procedures of the Henley & District Housing Trust, you should contact the Operations Manager as follows by email (enquiries@henleyhousing.co.uk) or phone (01491 579803).
  
  Your complaint will be acknowledged within 5 working days and if needed, a full response provided within 10 working days of the complaint initially being acknowledged.

• Stage 2 - If you are still dissatisfied with the service of The Henley & District Housing Trust, please write to the Chairman, c/o the office, who will review the case. Your complaint will be acknowledged within 5 working days and a final response issued within 20 working days. If an extension is required to further investigate this will be clearly explained to you. 
  This is the final stage of the complaints process.

The Housing Ombudsman Service (HOS)

If you’ve exhausted our complaints process and you remain unsatisfied, you can refer your complaint to the HOS. This is an independent body appointed by the government to look at complaints about housing associations and local authorities. Until you’ve exhausted the HDHT complaints process you are unable to make a complaint to the Housing Ombudsman. You can, however, ask the Housing Ombudsman for advice while your complaint with us is in progress. Contact details are below:

Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET

Phone: 0300 111 3000 (lines are open Monday to Friday from 9am to 5pm)

Website: https://www.housing-ombudsman.org.uk/ where you can find more information and complete their online form.

Complaints Handling Code

The HOS Complaints Handling Code promotes the progressive use of complaints, providing a high-level framework to support effective handling and prevention alongside learning and development. The aim of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. Click here to go to the HOS Complaints Handling Code

Formal complaints received in the last year

Here’s a summary of all formal complaints received in the business year 2023-24. It shows what they were about, how we resolved them, and what we learned from them.