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Get Involved and Feedback

Get involved in your community

We are currently working with tenants to create a new tenant panel that will act as a consultative body for strategic and operational changes and service improvements.

If you would like to express an interest in taking part in this new panel please email estatemanagement@sholland.gov.uk

Comments, compliments and complaints

We aim to provide excellent housing services and give the best customer service possible. All feedback received is viewed positively, as a valuable resource, enabling us to continuously improve the services we provide. 

We would like to know your views on our draft policy on comments, compliments, complaints and compensation. https://www.sholland.gov.uk/article/21690/Housing-consultations-and-policies

How can I make a comment, compliment or complaint?

Feedback can be shared in a variety of ways:

Please note, there are some matters that we do not treat as a complaint. These include:

What happens next?

If you pay us a compliment, we will let the individual or team know about it as well as their manager.

We would like to know if are not happy with the standard of service you have received.   The Housing Ombudsman defines 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 resident or group of residents'.

If you make a complaint, we will try to resolve this when you first get in touch.  Where a complaint needs investigating, we will follow the process below:

Stage 1 - complaint investigation

If your complaint requires investigation, we will aim to complete this within 10 working days. We will acknowledge and respond to your complaint in writing by letter or email.  Our response will include our review of what has happened, our decision about the complaint and details of next steps, including what we will do to put things right.  In many cases, the next steps will include commitments to actions which will happen in the period ahead. This could include follow-on repairs, an inspection or a customer meeting, which may require a reasonable amount of time to organise. We will tell you about proposed actions, timescales and responsible people in our complaint response.

Stage 2 - Senior Officer review 

If you are not satisfied with our response at stage 1, you can ask for your complaint to be reviewed by a senior manager at stage 2 of our process. In most cases, we will agree to review our decision and to consider any additional information provided. In certain cases, we may not be able to do this and, if so, we will explain why.

The stage 2 formal complaint review is not a repeat of the full investigation. The actions and decisions taken at stage 1 will be examined to check if they were thorough, reasonable and fair. We aim to give you a decision on the outcome of the review of your complaint within 20 working days. 

The outcome of the stage 2 formal complaint review represents the end of our internal complaint process. We hope we will have been able to resolve your complaint.   We will always explain the options to you at the end of our internal complaint process.

You can contact the Housing Ombudsman at any stage for guidance about making a complaint about your landlord.   

Where a complaint is justified, an apology will normally be deemed sufficient to correct any inconvenience caused. However, the Council understands that where a complainant has suffered loss or injustice, other remedial action may also need to be considered, including financial compensation. Further information is set out in our Housing Comments, Compliments, Complaints and Compensation Policy.

The Council's Unreasonably Persistent Complaints, Customer Behaviour and Vexatious Requests policy sets out our right to restrict or change access to our services where we consider a customer's actions to be unacceptable. 

The Housing Ombudsman Service

You can contact the Housing Ombudsman at any stage for guidance about making a complaint about your landlord.   

South Holland District Councils Self Assessment Form (PDF) [294KB] (opens new window)