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Housing complaints: how it works

We aim to provide you with a high-quality housing service and welcome all feedback.

If you are one of our tenants (you live in a house owned by Uttlesford District Council) we want to hear from you. You can tell us if you have a complaint, a compliment or you just want to give us feedback about our housing service or any repairs we've carried out.

What is a complaint

We would consider a complaint to be '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 its behalf, affecting individual or group of individuals.'
 

How we deal with your complaint

We try to be a good landlord but sometimes we get it wrong. When we do make a mistake we want to make it clear and simple for you to tell us what went wrong.
 

Make a complaint

You can complain by letter, email, phone or online.

Online

Make a complaint using our online form.

Make a complaint

Email

Email: housingcomplaints@uttlesford.gov.uk

Telephone

Call us: 01799 510510

Post

Write to: Housing, Uttlesford District Council, London Road, Saffron Walden CB11 4ER
 

How it works

How we deal with your complaint and what happens at each stage.

Receive the complaint

When we receive your complaint it is logged and given a unique reference number.

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Acknowledge the complaint

We will acknowledge your complaint within 5 working days.

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  Investigate your complaint

A manager will investigate your complaint and send a Stage 1 response within 10 working days.

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  If you are not satisfied

If you are not satisfied with the response you have 7 days to escalate your complaint to Stage 2.

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  Review your complaint

A senior manager will review your complaint and send a Stage 2 response within 20 working days.

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  If you are still not satisfied

Still not satisfied? Then you can make a complaint to the Housing Ombudsman.

Complain to the Housing Ombudsman

Find more information on how to make a complaint on the Housing Ombudsman website.

Telephone: 0300 111 3000

Email: info@housingombudsman.org.uk

Write to: Housing Ombudsman Service, PO Box 1484, Preston PR2 0ET

 

The Housing Ombudsman Service

How the Housing Ombudsman can help.

How we can help

The Housing Ombudsman Service is set up by law to look at complaints about housing organisations that are registered with us, including housing associations and local authorities.

When to contact the Housing Ombudsman Service

You can contact us at any point during the complaint process. The assistance we can offer depends on whether the landlord's complaints procedure has been completed and when.

Making a complaint to your landlord

If you have not yet complained to your landlord, we can offer assistance on how to make your complaint and discuss what outcomes and actions would put things right for you. We can help you obtain details of your landlord's complaints procedure so you know what to expect.

Getting a response

If you have already been in contact with your landlord about the problem we can help you find out whether a formal complaint has been logged. We can make sure the landlord understands that you wish to make a complaint and make sure the correct process is followed. We will also find out when you can expect to receive a response.

What are the next steps?

If you have received a response from your landlord but remain dissatisfied with the outcome, we can discuss your options and help you identify the most appropriate action.

Once the landlord's complaints procedure is complete, what happens then?

The landlord's final response to your complaint must be set out in writing and must state that it is the final response. It must include a paragraph advising that you may now refer your complaint to the Housing Ombudsman Service. If your landlord's letter does not include a paragraph stating that it is a final response, there may be more that your landlord can do.

We can make checks with your landlord to help you know whether the complaints process has finished.

What does the Housing Ombudsman Service do with the complaint?

All complaints are different. Once we have had time to consider the individual circumstances of your complaint, we will decide the best way to resolve it.

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