Cookies help us deliver our services. By using our services, you agree to our use of cookies.
Your feedback is what helps us to be the best organisation that we can be.
Feedback can come in the form of a complaint, a compliment, or a general comment – but whatever it is that you want to tell us, we're here to listen and do something about it.
By giving us positive feedback, you let us know where we’re performing well and giving you a good service.
When you tell us about something that hasn’t gone well or didn’t meet your expectations, we use that information to improve our services and do our best to make sure it doesn’t happen a second time.
To report a complaint, leave us a compliment, or just give us some general feedback, email feedback@twenty11.co.uk. You can also drop us a message via the portal.
If you'd like someone to act on your behalf when making a complaint, please let us know that you are giving them authority to act on your behalf and that you're happy for us to share information with them.
If you're unhappy with our services, you will be given the choice to raise a complaint. If you don’t want to raise a complaint, we can deal with this as a quick resolution for you. This is a service request where we take the chance to resolve the matter with you as soon as possible and will aim to agree a resolution with you within two working days. We’ll then keep in touch with you until the issue has been fully resolved.
We hope you never have cause to complain, but when you feel let down by our actions or services, we'll try to resolve your issue as quickly and effectively as possible, making sure that we follow our complaints policy. Please note, we will not treat the following as a complaint:
Our formal complaints procedure has the following steps:
If you are unhappy about the actions we have taken, decisions we’ve made, or a failure of our service, you can make a complaint. A Formal Complaint (Stage 1) investigation is Stage 1 of our complaints process, investigating dissatisfaction with our services. The investigation will be carried out by our Feedback team or by a member of our Leadership team.
We aim to acknowledge all Stage 1 complaints within five working days of receiving them. The person assigned to investigate your complaint will provide a complaint response within 10 working days of acknowledgement. If the process is going to take longer, we'll let you know.
If you are unhappy with our Formal Complaint (Stage 1) response or feel that your issue has not been resolved, you can appeal the decision, within 20 working days of receiving the Stage 1 response.
We aim to acknowledge all Stage 2 complaints within five working days of receiving them. The member of our Leadership team assigned to investigate your complaint will provide a complaint response within 20 working days of acknowledgement. If the process is going to take longer, we'll let you know.
An Appeal (Stage 2) complaint is the final stage of our two stage complaints process. If you are unhappy with the outcome of the complaints process, you can escalate your concern externally to the Housing Ombudsman service, who will advise whether they can investigate further.
To contact the Housing Ombudsman service, you can:
Call: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Write to:
Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
The ICO as the data protection regulator, investigates complaints from individuals who believe there has been an infringement of data protection obligations. After exhausting our internal complaints procedure, if you are not happy with the outcome of a data protection complaint, the ICO can be contacted for guidance or to investigate further.
The contact details for the ICO are:
Website: ico.org.uk
Phone: 0303 123 1113
Write to:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
SK9 5AF
Read our full complaints policy
Find out more about how we meet the requirements of the Housing Ombudsman's Complaint Handling Code
See our annual feedback performance from April 2023 - March 2024
See examples of where we got things wrong and what we did about it