Complaints Information

Sometimes we can get things wrong.   When that happens, we want to put things right.

If you’re not happy with our service please let us know so we can take the necessary action.

There are six ways for you or an individual you choose to act on your behalf to register your concerns or complaints with us.

In-person - at each one of our local housing offices or head office or at one of our Complaint Surgeries

Email : complaints@eastendhomes.net

Telephone 0207 517 4700

Text 079619411584

Website https://www.eastendhomes.net/complain-online

In writing addressing your letter to: Customer Resolution Officer 3 Resolution Plaza, London E1 6PS

 

When you let us know there is a problem our aim is to resolve things first time as quickly as possible.  

If you’re not happy with our first response we have a two stage complaint process.  Meeting the requirements of the Housing Ombudsman’s Complaint Code and protecting your legal rights.

Here’s how it works

Stage 1

·        When you report your complaint, we will respond within five working days.   Providing you with a reference number and the name of the Customer Resolution Officer responsible for carefully investigate your concerns.

·        We will get back to you with a full response in ten working days.

If you’re not happy with the findings from Stage 1 the next step is to take your complaint to Stage 2.  You should contact us within 15 working days   to escalate your complaint to Stage 2 from receiving the findings of Stage 1.

Stage 2

Once reported you will receive acknowledgement from EastendHomes that your complaint is now at Stage 2 within five working days.

·        We will respond to you in full within 20 working days.

·        If we need more time to investigate your complaint we are will keep you updated within those 20 days on the next steps; providing an acceptable time-line of completion.  This will be no more than a further 20 days.

·        We will proactively provide you with the Housing Ombudsman Service contact details.

If you unhappy with the outcome of Stage 2 you can take your complaint to the Independent Housing Ombudsman Service (HOS) in line with the Housing Complaints Code.

Complaints Code Self-Assessment

EastendHomes must carry out a self-assessment of their Complaints service every year to make sure it is in line with the Housing Ombudsman's Complaints Code. Once the self-assessment is approved by EastendHomes Board, the document must be published as part of the annual complaints performance and service improvement report on our website. EastendHomes' Board response to the report must be published alongside this.