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North Star is constantly striving to improve our services, and we welcome your complaints, comments and compliments.

In this section, you will find all the information relevant to complaints.

Complaints

Aims and Objectives

We welcome complaints, comments and compliments. We value this feedback because without it, we would not be able to learn from when things have gone wrong and also when things go right.

A complaint is defined as an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff or those acting on our behalf, affecting an individual, resident or group of residents.

We will ensure complaints are handled quickly and efficiently and making any improvements and changes where required.

All complaints will be monitored to ensure that we are being fair and transparent and we learn from them.

The Housing Ombudsman can be contacted for advice and information at any point during the complaints process.

Statutory/Regulatory Requirements

The policy will comply with all relevant legislation including General Data Protection Act (GDPR) (2018), Housing Ombudsman Complaint Code, the Tenant Involvement and Empowerment Standards and the Equality Act (2010).

We will self-assess our performance each year against the Ombudsman Code. The latest self assessment can be found by clicking here.

How to make a complaint

We want to make it as easy as possible to make a complaint about our services and they can be made in any of the following ways?

  • In person
  • In writing
  • By telephone
  • By email on services@northstarhg.co.uk
  • Via our website, northstarhg.co.uk  click here
  • Through another person, perhaps an advocate, social worker, solicitor, etc.
  • Through comments made on surveys
  • Through comments on social media such as Facebook, Twitter etc.

We will deal with anonymous complaints, comments and compliments in the same way.

We have a simple complaints process involving just two stages.

Once we have received your complaint, we will write to you within two working days providing you with details of who will be looking into the complaint and when you should receive a response by.

A stage one complaint will be dealt with by a manager who will endeavour to resolve the complaint within 10 working days.

If you are not happy with the outcome of stage one, it will go to the stage two process and will be dealt with by a senior manager or director who will endeavour to resolve the complaint in 10 working days.

If we are unable to resolve the complaint in these timescales, we will contact you in writing on what we are intending to do to resolve the complaint and by when.

When we are writing to you, we will provide information on how the complaint can be escalated if you remain dis-satisfied.

If you are not satisfied with how North Star is handling your complaint, you can refer the complaint to the Housing Ombudsman

Exclusions

 A complaint regarding a breach of tenancy such as anti social behaviour will not be regarded as a complaint unless the complaint is about our handling of the issue.

We will not accept the following complaints:

  • Where the matter is subject to legal proceedings
  • Where the complainant is acting unreasonably
  • Where the service failure occurred more than six months prior
  • Where the problem is a recurring issue and we are satisfied we have previously resolved the issue

If we decide not to accept your complaint, we will write to you and explain why and you will have the right to challenge this decision by referring the matter to the Housing Ombudsman.

Closing Complaints

We will write to you and let you know when we consider the complaint closed, giving you the opportunity to provide further feedback or to escalate the complaint accordingly. We will provide timescales for this in the letter.

If you are not satisfied after stage two of our complaints procedure, you are able to refer your complaint to the Housing Ombudsman.

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