We aim to provide an excellent level of service to all our customers, but we know that sometimes things don’t go as expected. We welcome feedback from our customers as they help us to put things right and make changes to improve our service.
If you would like to know more about our complaints procedure our Guide to Complaints provides further information.
You can also read more in our Complaints Policy and Complaints Procedure.
I'm unhappy with the service I've received - what should I do next?
We're sorry that you are unhappy, if you let us know what has gone wrong and what we can do to put it right, we will aim to resolve your issue straight away.
If we can't do this, we will contact you within the next three working days, with an outcome to your issue or we will agree next steps with you.
If you are unhappy with the outcome we provide, the matter will move to Stage 1 of our formal complaints procedure.
To tell us about an issue and what we can do to put it right, please complete all sections of the form below, as this will help us to deal with your issue as quickly as possible. Alternatively, you can contact OneCALL on 0345 8 507 507.
Housing Ombudsman
If, following our final response to your complaint, you are dissatisfied with the outcome you can ask the Housing Ombudsman Service to investigate your complaint. The Housing Ombudsman offers an impartial service to resolve disputes and can be contacted directly by:
- Phone: 0300 111 3000
- Online: Housing Ombudsman - make a complaint
- Email: [email protected]
- In writing: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
More information about the types of complaints the Housing Ombudsman can consider and what it does is available on its website.
As members of the Housing Ombudsman Service Scheme, we have to carry out a self-assessment to ensure compliance with its Complaint Handling Code.
Governing bodies response to the self assessment
WDH’s Annual Complaints Performance and Service Improvement Report, including the self-assessment (SA) against the Housing Ombudsman’s (HOS’) Complaint Handling Code (CHC), has been developed in collaboration with and scrutinised by WDH’s Member Responsible for Complaints, Corporate Management Team, Customer Committee and Board.
The governing body is satisfied that the report is a true reflection of WDH’s approach to complaint handling and that WDH is fully compliant with the HOS’ CHC.
In 2023 / 2024, the number of complaints received continued to increase. In response from April 2024 to this challenge WDH have strengthened its complaint handling to support a positive complaints culture and ensure compliance with the CHC by delivering a number of significant improvements, including a new Complaints Policy and Procedure, a new digital complaints management system, and an extensive programme of education and engagement for employees.
In the coming year the governing body will continue to scrutinise and seek assurance on how learning from complaints drives improvements to services. We will develop our understanding about the types of complaints we receive and best practice in handling. We will also benchmark our performance against other providers. We will continue to monitor performance and progress, and provide constructive challenge to support continuous improvement.