Whilst the Association aims to provide a first-class service and to give our customers as much input and choice as possible, there may be occasions when customers are unhappy with our service or with Linstone generally.

If this is the case Linstone Housing Association feels it is very important that customers tell us about it. We will ensure the matter is fully investigated and try to achieve a satisfactory solution. For this reason we welcome complaints as a method of monitoring our performance/service delivery and will use the complaints procedure as a tool to help us continually improve.

Complaints about neighbours will be dealt with under our Anti-Social Policy and Procedure, unless the complaint is about the way a neighbour dispute was handled – when this policy will come into effect.

What is a complaint?

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.

What can I complain about?

You can complain about things like:

  • delays in responding to your enquiries and requests
  • failure to provide a service
  • our standard of service
  • dissatisfaction with our policy
  • treatment by or attitude of a member of staff
  • our failure to follow proper procedure.

Who can complain?

Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service

How do I complain?

  • you can complain in person at our office
  • by phone on 01505 382383
  • Submit a complaint here
  • in writing to:
    Linstone Housing Association
    17 Bridge Street,
    Linwood, PA3 3DB

What happens when I have complained?

 We will always tell you who is dealing with your complaint.  Our complaints procedure has two stages:

Stage one – frontline resolution

We will give you our decision at Stage 1 in five working days or less, unless there are exceptional circumstances.

Stage two – investigation

Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation.

When using Stage 2 we will:

  • acknowledge receipt of your complaint within three working days
  • discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
  • give you a full response to the complaint as soon as possible and within 20 working days.

More information

Download a copy of ‘All you need to know about making a complaint’ click here