Complaints
We want to hear from you if our service has fallen short.
We always try to provide the best service possible. When we don’t meet this standard, we want to hear your feedback so we can continue to learn and improve.
The Housing Ombudsman Complaint Handling Code sets out the rules Housing Associations have to follow when dealing with complaints. Complaints can be either Stage 1 or Stage 2.
Stage 1
- Acknowledged within 5 working days from receipt
- Response within 10 working days from acknowledgement
Stage 2
- If you are not satisfied with the response to your complaint at Stage 1, you can request for this to be reviewed as a Stage 2 complaint
- Reviewed by a member of Shal’s Executive team
- Acknowledged within 5 working days from receipt
- Response within 20 working days from acknowledgement
If you are not satisfied with the response to your complaint at Stage 2, you can contact the Housing Ombudsman Service. This is an independent, impartial and free service for social housing residents. The Housing Ombudsman Service make final decisions on disputes between tenants and landlords. More information about the Ombudsman can be found on their website.
How to make a complaint
- Use the form on this page
- Email reception@shal.org with details of your complaint
- Call 01278 444344 – lines are open 7.30 am to 4.30 pm
More information about complaints can be found in our Complaints policy.
Self-assessment and Board review
We complete a self-assessment of our complaints process in line with the Housing Ombudsman Complaint Handling Code every year. Our Board also reviews our complaints every year. More information about these reviews, including copies of our Board report and self-assessment, can be found on the Our performance page.
If you have feedback to share or ideas for improvement and don’t want to make a complaint, please see our Contact page for details on how to get in touch.
