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 live in one of our properties and need to make a complaint, we aim to provide you with a quick and fair response.
To make a complaint you can do the following:
• Complete our Residents’ Complaints Form below
• Email complaints@frameworkha.org
• Speak to any member of Framework staff or contact our Head Office on 0115 8417711.
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.
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.
If you access our non-housing services (for example Nottingham Recovery Network or Wellness in Mind) OR you are a member of the public and wish to make a complaint, please click here.
