Coronavirus (COVID-19) Update
Whilst we are working hard to deliver the services that matter most to our customers, we are continuing follow our complaints process. However it may take us a little longer to investigate than normal. For any customers who have an ongoing complaint we will update you individually on any changes to timescales.
If you have made a complaint to Redwing, a manager will be in touch with you to discuss this further. Please note that, due to Government guidelines relating to Covid-19 (coronavirus), our staff are currently working from home. This means that all letters we send are being generated automatically. For the time being, when you receive a letter in relation to a complaint, this will be on Regenda Homes letterheaded paper. Regenda Homes is the social housing arm of The Regenda Group. This won’t affect the service you receive or the response to your enquiry.
We welcome your views and opinions. We use your feedback to understand what we are getting right, what we are getting wrong and where we can improve.
We treat all complaints confidentially, respectfully and fairly so please get in touch.
View our Customer Feedback Policy
What is a compliment, comment or complaint?
Compliment: complimentary feedback about our services. We welcome all types of feedback and our staff particularly enjoy receiving compliments, especially when they know they have made a customer happy. Please let us know and we can pass on your thanks!
Comment: general feedback about our services which may include ideas, suggestions and solutions about how we could improve our services. Your comments about our services may be used during policy reviews so please let us know if you have any ideas about how you think we could do things better.
Complaint: an expression of dissatisfaction. This could be about the standard of our service, or perhaps you feel we have not delivered the services to agreed standards, quality or timescales. Unfortunately, sometimes things do go wrong and we encourage you to let us know when this has been the case so we can put things right and hopefully prevent it from happening again to you or another customer.
How can I feedback?
We value your feedback. When you comment, complain or compliment, you’re telling us what we’re doing right and where we can improve our services.
We want to make it as easy as possible for you to provide feedback, so there are lots of different ways to get in touch:
- Call us on 0344 736 0063
- Email firstname.lastname@example.org
- Log into The Hub at https://www.redwing.co.uk/the-hub
- Write to us at Redwing,16 Duke Street, Liverpool, L1 5GB
- Go to our office and speak to a member of staff
- Send us a message through our Facebook page, Twitter channel or Instagram
Whatever way to choose to contact us, we want to hear from you. Your feedback makes a real difference to the services we provide.
What will we do with feedback?
First Time Resolution
When we receive your complaint, we will aim to resolve it when you first tell us that you are unhappy with our service; this is referred to as a First Time Resolution. We will acknowledge your complaint withing 3 working days and aim to provide a resolution by the 3 working days.
If we can't resolve your complaint at First Time Resolution, we will escalate your complaint to Stage 1 of the complaints process.
We will agree a date with you to respond by, keep you informed of progress and give you the name of the Manager who is investigating your complaint. They will look at all the issues you have raised and will aim to respond within 10 working days.
We will contact you by telephone, letter or a home visit to discuss your complaint in more detail, to make sure that we understand why you are unhappy with our service, before providing you with a written response.
If you feel we have not resolved the issues within your complaint and you can provide further evidence as to the reasons why, we will look at the complaint again. This is referred to as Stage 2.
If there is no further evidence offered at this point and we have provided a response to all the issues you have raised, we will not progress your case to the next stage of the process. You will be advised of further steps that you can take at this point including referral to the Housing Ombudsman or Property Ombudsman.
If your complaint is escalated to Stage 2, the Director for the area of the business you are complaining about will review the case and contact you to discuss the matter, again trying to resolve the issues that are outstanding. You will receive our final response within 15 working days.
At any point throughout our complaints process, you may take your complaint to a Designated Person. A Designated Person can be a Member of Parliament, a Local Councillor in the area where you live, or a recognised residents’ panel. They will try and help you resolve your complaint locally.
If you are unhappy with our final response you can take your complaint to either the Housing Ombudsman Service or the Property Ombudsman Service.
The Housing Ombudsman Service is set up by law to look at complaints about housing organisations that are registered with us, including housing associations and local authorities.
Housing Ombudsman Service
PO Box 152
Liverpool L33 7WQ
0300 111 3000
The Property Ombudsman is a government approved scheme to provide independent redress in relation to disputes between consumers and property agents.
The Property Ombudsman
43-55 Milford Street
01722 333 306
You normally have up to 12 months from the date of our final response to refer your complaint to the Ombudsman, although it is preferable that you do so as soon as possible.
Getting independent help
If you need help or advice or want someone, such as relative, a friend or an adviser, to act on your behalf, you can do this if we have your permission to talk to them.
If you need help to find an adviser who is independent you can contact the Citizens Advice Bureau, Housing Aid Centre, Local Law Centre, a solicitor, your local Councillor or your Member of Parliament. You can find contact details for these in local directories or on the internet.