Compliments, Complaints and Compensation
We’ve made some minor changes to our Complaints Policy and Procedure. The main change includes:
- Only 2 stages to the complaints process – if you are not happy with how your complaint was dealt with at stage 1, you can request to escalate to stage 2. If you still remain unhappy, you can ask the Ombudsman to review how we’ve handled your case.
If you would like to make a complaint, you can still do so by:
- By phone, calling 01296 732600
- Via the website www.fairhive.co.uk
- By e-mailing complaintsgeneral@fairhive.co.uk
- By writing to us at the main office address
- Via My HomeHub
Whether you rent from us or you're a leaseholder, use the information on this page to make a complaint, give a compliment or claim compensation.
How can I make a compliment?
You can forward compliments to us via the following email address compliments@fairhive.co.uk
What happens when I make a compliment?
We will write back to thank you and let you know how we will use the information you have given to us.
How can I make a complaint?
Complete our complaints form online or email us to request a downloadable form.
What happens when I make a complaint?
Our Complaints Guide [pdf] explains the complaints process, but firstly your complaint will be logged on our systems and assigned to the relevant service manager to investigate. Before starting their detailed investigation, they will aim to contact you within 2 working days to discuss and confirm the detail of your complaint. Our Self-Assessment Form pdf provides a detailed breakdown on how complaints are assessed by our team so you can have a better understanding of the process all complaints go through.
Contacting the Housing Ombudsman Service
Please note you can contact the Housing Ombudsman Service at any point during the complaint process.
Contact Number - 0300 111 3000
Email: info@housing-ombudsman.org.uk
Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ
How can I claim compensation?
Please see our compensation policy, compensation procedure, and Compensation Claim Form.[docx] 167KB
