Homes and Neighbourhoods complaints and compliments


The Customer Experience Team handle all compliments and complaints received by Homes and Neighbourhoods in relation to services provided to council tenants and leaseholders.

We will treat all complaints equally and fairly, listen carefully to make sure we are doing the best for our customers, and take steps to put things right quickly and efficiently.

Contacting Homes and Neighbourhoods

How to contact Homes and Neighbourhoods tells you what to do if you want to:

  • Report a repair, including urgent repairs
  • Pay your rent
  • Tell us about anti-social behaviour
  • Speak to your Housing Management Officer

Complain to Homes and Neighbourhoods or a member of staff

Fill in our simple online form.

Use this form if you are not satisfied with a service provided by Homes and Neighbourhoods, for example:

  • Failure to provide a service when we should
  • A poor standard of service
  • A mistake in the way we have provided the service
  • Failure to meet our existing service standards or comply with our policies and procedures

Clock Completing this form takes around 5 minutes.

Complain to Homes and Neighbourhoods

After you have complained

A member of the Customer Experience Team will contact you to discuss your complaint. They will make sure it is allocated to the most appropriate manager to investigate and provide you with a response. This is Stage 1 of our complaints process.

In some circumstances we may not be able to accept your complaint. If we are not able to accept your complaint, we will contact you to let you know the reasons why. For more information on this please refer to our Complaint Handling Policy.

Compliment Homes and Neighbourhoods or a member of staff

Fill in our simple online form.

Clock Completing this form takes around 5 minutes.

Compliment Homes and Neighbourhoods

After you have made a compliment

A member of the Customer Experience Team will contact you to acknowledge receipt of your compliment. This will then be logged on our system and a certificate produced for the member of staff or team to recognise and celebrate their good work. The certificate is sent to the appropriate manager to share with their staff or team.

Our complaints process

Homes and Neighbourhoods are committed to creating a positive complaint culture and learning from complaints. Customer satisfaction is very important to us, and we use feedback from complaints to shape improvements to our services and procedures.

Kirklees Council follows the Complaint Handling Code from the Housing Ombusdman to ensure complaints are responded to effectively and fairly.

We assess ourselves annually against the code.

We define a complaint as:

  • 'an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals.'

Sometimes customers tell us they are unhappy with something and may not wish to make a formal complaint but just that we put things right, we refer to this as a service request. Our early resolution approach will aim to resolve these concerns at the first point of contact.

We operate a two-stage process. If you are not satisfied with the response you receive at Stage 1, you can ask for your complaint to be escalated to Stage 2 where it will be reviewed by a Senior Manager.

We aim to respond to all Stage 1 complaints within 10 working days and Stage 2 complaints within 20 working days.

If you are not happy with the Stage 2 response you can contact the Housing Ombudsman who will carry out an independent review of the complaint.

Contacting the Housing Ombudsman Service

You can contact the Housing Ombudsman Service at any point during the complaints process. It cannot investigate your complaint while it is going through our internal complaints process. However, the Ombudsman may be able to help you and Kirklees Homes and Neighbourhoods reach a resolution.

Housing Ombudsman Service

Home Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ

Customer satisfaction

Homes and Neighbourhoods are committed to creating a positive complaint culture and learning from complaints. Customer satisfaction is very important to us, and we use feedback from complaints to shape improvements to our services and procedures. We are also committed to providing regular information in relation to our complaint's performance to customers.

Policies and self-assessment

This provides information on our performance of complaint handling.

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