If you want to tell us about an experience you have had, either good or bad, with Cornwall Housing, we would love to hear from you. This page explains how you can make a complaint or compliment about Cornwall Housing or anyone acting on our behalf.
You can make a complaint or compliment in any way that suits you:
Online (This should not be used for complaints about neighbours. You should report neighbour complaints as anti-social behaviour)
Email: cornwallhousingcomplaints@cornwallhousing.org.uk
Calling – 0300 1234 161
Writing – Cornwall Housing Ltd, Chy Trevail, Beacon Technology Park, Bodmin, Cornwall, PL31 2FR
Social media – you can also message us on social media but we would ask you not to put your personal details in a public post so that you protect your privacy.
To help us manage complaints in a consistent and professional way, we use our Complaints Policy. The policy explains exactly how we will handle your complaint. Our aim is to make sure we resolve any problems as quickly as possible and keep you informed about the action we are taking. The Policy also explains what we define as a complaint and the difference between a complaint and a request for service.
Our Complaints leaflet is a quick guide for customers that covers the key information within our Complaints Policy.
Internal Stage 1
Investigation by an appropriate staff member/team (supported by the Complaints Team). When receiving a complaint we will:
Internal Stage 2
Review by a Senior Manager/Director:
If your complaint goes through both stages and you believe it has still not been resolved to your satisfaction, you can go to the Housing Ombudsmen Service, who is independent of Cornwall Housing. In most cases, Cornwall Housing must have had the opportunity to respond to the complaint before the Ombudsmen will consider it. The Housing Ombudsman helps tenants and landlords resolve complaints. More information about the Housing Ombudsman Service can be found on their website. Find the Housing Ombudsman Contact details below:
Website: www.housing-ombudsman.org.uk
Email: info@housingombudsman.org.uk
Phone: 0300 111 3000
Address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
The Housing Ombudsman’s Complaints Handling Code became statutory (we must do it) on 01 April 2024. Cornwall Housing has completed a new self-assessment and updated our Complaints Policy to comply with the updated Code and we are currently getting this agreed by our Board and Tenant Forum.
Cornwall Housing’s updated self-assessment and Complaints Policy will be published as soon as it agreed by our Board on 12 June. Shortly after we will publish our annual complaints report and the Board’s response to that report on our website, which is also required by the Code.
Whilst this process is taking place, our existing Policy will remain on the website and will apply to complaints until 12 June. You can read our existing self-assessment of Housing Ombudsman Complaint Handling Code.
In some cases, we may feel it necessary and appropriate to offer compensation in response to your complaint. To help guide our decisions about when compensation should be paid and how much should be offered, we follow our Compensation Policy.
Please contact us for a copy.
If English is not your first language and would prefer this information in an alternative method. Please see our Accessible Information.