Making a complaint
We want to get things right. If you’re unhappy with any aspect of our service, we encourage you to let us know. Your complaint helps us improve.
You can make a complaint by speaking to any member of staff, contacting us by phone, emailing admin@harpsouthend.org.uk, or using our online form.
Our process
Stage 1 — Formal complaint Once we receive your complaint, an investigating officer will be assigned and you’ll receive a written acknowledgement within 5 working days. We aim to provide a full outcome within 10 working days of acknowledgement. If we need more time, we’ll let you know in writing.
Stage 2 — Appeal If you’re not satisfied with the outcome, you can appeal within 10 working days of receiving our response. Appeals are reviewed by our Chief Executive or their delegate. You’ll receive an acknowledgement within 3 working days and a full outcome within 10 working days.
Timescales at a glance
- Acknowledgement (Stage 1): within 5 working days
- Outcome (Stage 1): within 10 working days
- Acknowledgement (Stage 2 appeal): within 3 working days
- Outcome (Stage 2 appeal): within 10 working days
You can view our complaints policy here.
Still not satisfied?
If you remain dissatisfied after Stage 2, you can refer your complaint to the Housing Ombudsman Service an independent body that investigates unresolved complaints about social housing providers.