Comments, compliments and complaints

Comments and ComplaintsCustomer Promise

We want to make sure that you receive consistently good customer service when you contact us.

Our customer promise leaflet will explain what you can expect from us.


Make a comment, compliment or complaint online 

Alternatively you can make a comment, compliment or complaint by: 

Would you like to pay us a compliment?

A compliment would be praise from you as a customer for a service delivered by us or by someone acting on our behalf.

Do you have a comment for us?

A comment could be constructive feedback you have about a service delivered by us, or by someone acting on our behalf.

Do you have a complaint that you want to make?

A complaint is an expression of dissatisfaction with a service or how we have dealt with something. Please take a look at our Customer Feedback and Complaints Policy. Our aim is to settle your complaint quickly and informally. You will not receive any unfavourable treatment as a result of making a complaint.

How we deal with complaints

We aim to resolve your complaint straight away. If this is not possible your complaint will be referred for investigation under a formal two step process.

 

  • Your complaint will be investigated by the relevant manager.
  • We aim to resolve your complaint within 10 working days.
  • Before sending our step 1 response to you, we may contact you to ensure we have answered all your questions.  Where appropriate, we may change our proposed response if we have failed to answer all your concerns. By doing this, we are aiming to resolve your complaint at the earliest possible stage.

Tenants appeal panel for tenants and recent former tenants

  • If you think that the response at Step 1 has not addressed your complaint. The next step will be a review by our tenant’s appeal panel. The panel consists of tenant representatives, and tenant board members.
  • You need to request an appeal panel hearing. Please write to us within 20 working days of your step 1 response.

If you are not a tenant or former tenant, you have the right to send an appeal to the Local Government Ombudsman

Local Government Ombudsman and Housing Ombudsman Service

You can make a complaint to the Local Government Ombudsman or the Housing Ombudsman Service at any time.

If your complaint goes through all the formal steps and you believe it is still not resolved you can go to the Ombudsmen. The Ombudsmen are independent of Cornwall Housing and Cornwall Council.

In most cases, Cornwall Housing must have had the opportunity to respond to the complaint before the Ombudsmen will consider it.

  • The Local Government Ombudsman is the final stage for complaint about Councils.
  • The Housing Ombudsman helps tenants and landlords resolve complaints.

More information about the Local Government Ombudsman can be found on their website. Or you can write or phone:

Local Government Ombudsman

PO Box 4771
Coventry
CV4 0EH
Telephone: 0300 061 0614
Fax: 024 7682 0001

You can contact them via the following online form - Local Government Ombudsman contact form.

More information about the Housing Ombudsman Service can be found on their web site.

Housing Ombudsman Service

Exchange Tower
Harbour Exchange Square
London
E14 9GE

Telephone: 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)

Email:info@housing-ombudsman.org.uk

If English is not your first language and would prefer this information in an alternative method. Please see our Accessible Information.

 

Compensation Policy

Where appropriate we will consider compensation in relation to your complaint. In these instances we have a Compensation Policy which explains how we calculate compensation.

Privacy statement

The information you provide on this form will be used to provide you with an answer to your feedback regarding Cornwall Housing.

We will only use this information in conjunction with the nature of your enquiry. This may include checks with the Housing Options Department or Cornwall Home choice to find out details relating to your enquiry or verify information you have provided to us. We may also share your information with the Council to verify any information provided by you.

We will retain your details for 2 years from the date your enquiry is received. All personal information held by Cornwall Housing is held safely in a secure environment.

Read the full privacy policy.