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01282 686300

Keeping You COVID Secure

We’re doing our very best to ensure safe working for our staff and customers. To find out more about the measures we’ve put in place to prevent the spread of COVID-19, please click here. 

Complaints Procedure

We welcome feedback on all the services we deliver, so we can continually improve how we do things. Your views are important to us and we treat them seriously.

Our Contact Centre is open from 8am to 6pm Monday – Friday. You can contact us how you like:

Email: Send us details via e-mail

In person: Pop into our office on Croft Street, Burnley (which is just next to the bus station)

By phone: 01282 686300.

Online Account: To register for your online account please contact us via phoneemail or our call into our office. We can then set you up with your login information to access the portal.

  • If you are happy with our service, please tell us so we can pass your compliments onto our staff.
  • If we’ve done something you are not happy with, then please tell us, so we can fix things as soon as possible.

This could be anything from us not turning up on time or not getting back to you when we said we will, or not being able to provide you with something that falls outside of our tenancy agreement with you.

We will apologise and record your dissatisfaction, then use those examples to drive improvements to our services, or changes to our policies.

We aim to resolve complaints at the first point of contact. We will need to ask you some questions so we can understand what has happened and what we can do to put things right for you.

Sometimes things aren’t straightforward and we are unable to fix your problem at the first point of contact. So if we need more time to investigate your problem, we will open a complaint case for you.

We will let you know who is dealing with your complaint.

The following complaint handling service standards will apply:

Stage 1Acknowledge – within 2 working days of receipt. This might be by way of an email, letter or phone call where we will provide you with the name and contact details of the person who will be resolving your complaint. If the acknowledgement is sent by letter, this may take a few days to arrive in the post.

Stage 2 – Investigate and resolve your complaint – within 10 working days. If we need more time to fix the problem, we will agree the deadline with you and update you regularly on the progress.

Stage 3 – Appeal – If you are unhappy with the outcome of your complaint, you can appeal the decision within 10 working days of Stage 2. We will provide you with the name and contact details of the manager handling your appeal.  Your complaint appeal will be reviewed and the outcome decided within 20 working days. This is the final stage of our complaint process.

If you are unhappy after the appeal stage you can appoint a designated person like a local MP or Councillor to intervene on your behalf,  you can find the details of your local MP or Councillor on www.writetothem.com

If you decide not to contact a designated person,  you can escalate your complaint to the Housing Ombudsman within eight weeks of the appeal,  you can find further information on this process by visiting www.housing-ombudsman.org.uk

Stage 4 – Housing Ombudsman – within 8 weeks after Stage 3. If you are unhappy after the appeal stage you can appoint a designated person or other recognised body to act on your behalf, up to 8 weeks after Stage 3.