We work hard to fulfil our duties and be a positive and supportive landlord. However, we understand that sometimes we might not get things quite right. If you need to make a complaint, we aim to provide you with a quick and fair response.
If you are a Framework resident and would like to make a complaint you can do the following:
• Complete our Resident Complaint Form below
• Email complaints@frameworkha.org
• Speak to any member of Framework staff or contact our Head Office on 0115 8417711.
If you need independent advocacy and support, you can contact Services for Empowerment and Advocacy (SEA) on 0800 0197828 or via info@seaparticipation.org.uk.
Framework is a member of the Housing Ombudsman Scheme and must follow the Complaint Handling Code. For more information, please visit the Housing Ombudsman website.
If you are a member of the public and wish to make a complaint, please refer to our Contact us page.
Key documents: read our Complaints Policy and our Housing Services Complaints Procedure. You can also read our complaints leaflet here.
There are two stages to our Complaints Policy:
- Stage 1 is a thorough investigation by the Customer Satisfaction Manager. Your complaint will be acknowledged within 5 working days and responded to in full within a further 10 working days.
- Stage 2 is a review by a Senior Manager of the stage 1 decision upon request. Your request will be acknowledged within 5 working day and responded to in full within a further 20 working days.
If more time is needed to resolve the issue at either stage, the deadline can be extended by a further 10 working days.
