Housing Registered Provider complaints process

We aim to deliver a good quality service and positive customer experience. If we do not meet our service standards you can make a complaint about housing for which the Isle of Wight Council is the registered provider (Landlord). We will:

  • Apologise
  • Accept responsibility
  • Acknowledge your expectations
  • Put things right when they’re in our control within reasonable timescales
  • Keep you informed
  • Listen to you to improve what we do

Our Registered Provider Housing Complaints Policy provides details of the procedure.

Service requests

When you first let us know about your concern, we will ask you what you’d like us to do to put things right. We can often resolve service requests, such as a missed appointment or repair delay immediately outside of our complaints policy.

Our complaints resolution process 

Stage one

If you are unhappy with our response to your service request or wish to raise a complaint at stage one of our process, we’ll contact you within five working days to:

  • Acknowledge your complaint
  • Establish full details of your complaint
  • Find out how you’d like us to resolve it.

We aim to provide you with a response within 10 working days of the complaint being acknowledged (20 working days at the latest).

Stage two

If you are unhappy with our decision, we will explore if there’s anything further we can do, or you can ask us to review your complaint at stage two of our Policy. You must request this within 20 working days of the date of our formal response. We may consider requests after this time at the discretion of the manager responsible for the service.

We aim to contact you with a decision within 20 working days of the acknowledgement of your complaint (40 working days at the latest).

Housing Ombudsman

If you are unhappy with the outcome of your complaint, you can contact the Housing Ombudsman Service to mediate or investigate the case on your behalf.

Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET

Telephone: 0300 111 3000

Email: info@housingombudsman.org.uk

More detail about the complaint process is included in:

  • our Registered Provider Housing Complaints Policy 
  • the Housing Ombudsman website
  • our Unacceptable behaviour policy

Submit a complaint

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