Customer Feedback Guidance

Highstone Housing Association (HHA) is committed to providing the highest standard of customer care for all tenants. We have a range of services which we aim to deliver to a consistently high standard each time.  What our tenants and stakeholders think of our service really matters and it is very important that you tell us when we have done something really well, so that we can carry on doing it, as well as when we have not provided the standard of service you expect from us.

complaints feedback

What happens if we receive a complaint?

It is important to us that we provide our services to the highest standard and get it right first time for all our tenants, their families and our other stakeholders

We do recognise that sometimes you may need to make a complaint about an aspect of our service. Our complaint procedure is explained below

How to make a complaint:

A complaint may be made in a number of ways: in writing, in person to your housing officer, by telephone or via this website


Highstone Housing Association is committed to continuous development and improvement. Complaints received can form part of this process and are therefore seen as a positive contribution to achieving excellence in all we do.

All complaints will be investigated in line with this procedure however the Association will always consider if mediation would be appropriate to resolve a complaint without the need to use this formal procedure provided that both parties are happy to use mediation.

Informal Complaint (Comment)

We always encourage tenants, their families and stakeholders to raise their complaint verbally or informally by speaking to a member of the HHA team. In this way, we can do our best to put the problem right straight away.  We will do our best to resolve the problem through informal means, but recognise there will be times where you will not be satisfied and will therefore need to make a formal complaint.

We have a three stage formal complaints procedure:

Stage 1

A complaint may be made either in writing, in person to your housing officer, by phone or via this website. Contact details can be found here

  • We will acknowledge your complaint within 2 working days
  • And respond fully to your complaint within 10 working days
  • If we cannot achieve this, we will contact you to explain why

Stage 2

If you are still unhappy at the end of stage 1, you can request that your complaint is reviewed.  This will be done by the Supported Housing Director, who will respond to you within 10 working days, unless they contact you to let you know further time is required.

Stage 3

If for any reason you do not feel your complaint has been resolved to your satisfaction, then you will be given the opportunity to ask for your complaint to be considered by a panel made up of executive and non-executive directors (excluding the Supported Housing Director).

If you are dissatisfied with how your complaint has been managed you can contact the Ombudsman service. However, from 1st April 2013 Government requirements state that once you have exhausted the Highstone Housing Association complaints procedure you have to wait 8 weeks before referring your case to the Ombudsman.  Contact details can be found here.

If your complaint relates to the care support you receive, HHA will direct your complaint to the relevant care provider who will follow their own complaints procedure.