Customer Complaints Policy

1. Purpose
1.1.  This policy sets out how Heylo Housing Group Limited and Heylo Housing Registered Provider (Heylo) will manage customer complaints in a timely and fair manner.

1.2.  We define a complaint 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 its behalf, affecting an individual housing applicant, home buying customer, resident or group of residents.
2. Aims
2.1.  We aim to deliver excellent customer satisfaction and if we don’t meet our service standards, we want to hear from our customers. We will accept the feedback, put things right and improve services for the future.

2.2.  To inform customers of how and who to make a complaint to about the service we provide directly or indirectly through house builder partners, managing agents of estates, professional service firms etc.

2.3.  To inform customers of how a complaint will be treated if it cannot be satisfactorily settled by the initial response of front-line staff.

2.4.  To assure customers that Heylo takes complaints seriously and in line with a transparent and accountable process. We are a member of the Housing Ombudsman Service and therefore we adhere to the Housing Ombudsman’s Complaint Handling Code, a copy of which can be found at:

2.5.  To try and resolve the complaint as swiftly and efficiently as possible.

2.6.  To ensure the Heylo has a reasonable and fair opportunity to properly investigate complaints and to provide a considered response.
3. Who can make a complaint?
3.1.  We welcome feedback from anyone who receives our services. Anyone can make a complaint about the services they receive or failure of those services; i.e. customer, neighbour. However, you can only escalate your complaint to the second stage if you have a legal relationship with us (i.e. shared owner).

3.2.  You can make a complaint within six months of the issue happening. We may accept older complaints at the discretion of the manager responsible for the service. For example, when a customer has been unaware of the failure until it had a detrimental impact, or a customer was unable to make a complaint within 6 months due to ill health.

3.3.  We will not accept as a compliant a matter that is subject to legal proceedings or which has already been considered under the complaints policy.

3.4.  We treat multiple complaints by the same party as a single complaint.

3.5.  We’re unable to accept complaints if your behaviour is unreasonable, i.e., you:
    • Threaten, verbally abuse or attack our staff members
    • Are rude or offensive to our staff
    • Make approaches to several members of staff at the same time about the same issue after we have agreed a single point of contact.
3.6.   Where we not to accept a complaint, we will provide an explanation of our decision.

3.7.  Heylo reserves the right to close a complaint if the conduct of the customer does not respect fair and reasonable treatment of agents or staff. This decision will be made by a member of the Senior Management Team, in consultation with the Chief Executive Officer (CEO). in consultation with Landlords and their agents.
4. Principles
4.1.  Heylo welcomes feedback in the form of complaints and compliments as a means of improving services, developing staff decision-making and customer engagement, giving senior staff an insight into front-line operations and improving our landlord and resident relationship.

4.2.  When you first let us know that you’re unhappy about a service/experience, we’ll try to swiftly resolve the issue outside of our complaints process, e.g. provide missing documents or information. However, if you’re still unhappy with the service/experience, you can make a complaint.

4.3.  In the first instance customers should direct complaints and compliments to Heylo who will manage that feedback in line with the approved policy and procedure. In the case of our business partners and third-party agents we expect them to forward any complaints to Heylo which are not their responsibility or require a Heylo and/or landlord Heylo response. 

4.4.  If the agent cannot respond to a complaint, they will refer the complaint to Heylo and you will then receive responses in line with our complaints policy and procedure. Heylo

4.5.  You will be kept informed of the progress of your complaint and informed of the following at each stage
  • Confirmation of the complaint stage
  • The outcome of the complaint
  • The reasons for any decisions made
  • The details of any remedy offered to put things right
  • Details of any outstanding actions
  • Details of how to escalate the matter if dissatisfied
5. Responsibility and Conduct?
5.1.  Complaints will be handled courteously and efficiently.

5.2.  We want to learn from complaints as this helps us improve our services. Once your complaint has been closed, we may contact you to ask for your views on the handling and outcome of your complaint. 
6. Reporting and Monitoring
6.1.  A log of complaints will be maintained and regularly reported to Heylo board meetings.

6.2.  The Complaints Log will be updated when a complaint is made and will show who is handling the matter, the date it was logged, the target response times, action taken and outcomes through to completion and closure of the matter.

6.3.  A complaints handling board composed of a rotating membership of Heylo staff, representing different operational teams, will review the complaints process and complaints log every six months. Feedback and learning from the group will be reviewed by the Heylo Senior Management Team and used to improve complaints handling and inform the development of customer services.
7. Confidentiality
7.1.  Heylo and its agents will observe confidentiality in complaints procedures and will only share details of complaints/complainants with external stakeholders with the authority of the complainant. Where applicable Heylo will share complaint details as directed and expected by the Regulator of Social Housing (RoSH).
8. Information Storing
8.1.  All data is stored securely and in line with our Data Protection and Security Policies.

8.2.  We are committed to treating all information securely, with respect and in line with data protection law.

8.3. We may share personal information with other organisations. We will only share information where we have sharing protocols in place and/or confidentiality agreements signed. We will also give information to other organisations where we are required by law to do so
9. Review
9.1  We will review this Policy regularly to address legislative, regulatory, best practice or operational issues.