Compliments and Complaints
At St Luke's Housing, we love to hear about things when they've gone well, so we can measure how we're doing.
Equally, we want to know when things haven't gone so well. We might not always get things right first time round, but we care very much about putting things right quickly for you.
If you are unhappy with our service, please contact us where a member of staff will discuss your complaint to understand it fully. We adopt a two stage complaints process and aim to keep the process simple and accessible for everyone.
Contact Us
Telephone 📞
01865 769726
Email 📧
Online 🌐
Address ✉
Complaints, Flat 7 McMaster House Latimer Road, Headington, Oxford, OX3 7PX
Accessibility and Support
Please contact us if you need assistance to make a complaint. If you have any additional needs that we need to take into consideration, we will discuss these with you to make sure our services are accessible for you
Stage One
We will discuss your complaint so we fully understand your concerns.
We will acknowledge your complaint within 5 working days of receipt.
✉
We will respond to your complaint in 10 working days.
✉
If we need additional time, we will contact you to agree beforehand.
When we complete our investigation, we will give you our response, explain our decision and agree what actions we will take to put things right.
✔
Stage Two
If you are unhappy with our Stage 1 response, you can ask for us to escalate your complaint to a Stage 2 investigation.
You must do this within 20 days of receiving our response.
⏳
We will acknowledge your Stage 2 request within 5 working days of receiving it.
✉
We will respond to Stage 2 complaints within 20 working days.
✉
When we complete our investigation, we will give you our response, explain our decision and agree what actions we will take to put things right.
Housing Ombudsman
If you are still unhappy after we have investigated your complaint at both stages, you can contact the Housing Ombudsman Service for further advice and guidance:
Online 🌐
Email 📧
Phone 📞
0300 111 3000
Post ✉
Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Housing Ombudsman
Complaints Handling Code 2024
The Housing Ombudsman established a Complaint Handling Code which provides a framework to support the effective handling and prevention of complaints. As a small, registered provider of housing, we are legally obliged to follow the Housing Ombudsman Complaint Handling Code which became statutory on 1st April 2024.
The purpose of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to make service improvements. Compliance with the Code forms part of the membership obligations set out in the Housing Ombudsman Scheme.
St Luke’s Housing Society, along with other landlords are required to complete an annual assessment against the Complaint Handling Code. This is to make sure our complaint handling is compliant with the Housing Ombudsman’s requirements.
A copy of our Annual Self Assessment and Annual Complaints Performance and Service Improvement Report for 2023-24 can be found on the links below. This accompanies our Compliments and Complaints Policy and Procedures for 2024.
