COMPLAINTS & COMPLIMENTS
Your feedback is welcomed as it helps us to shape our services
SGH is committed to providing high-quality customer services. Our residents are at the core of what we do and we value your feedback.
We can only achieve the highest quality in customer service is we receive, listen, and act upon feedback from those who are affected by our services. Letting us know when things go wrong and providing positive feedback to help us know what things we are doing right whilst helping us to improve our services.
Compliments
We love to hear when this go right, or you are particularly pleased with a service, team or staff member. This helps up to know what works well and we can share this with other areas of St George Housing or with our partner services. If you wants to provide positive feedback you can use the compliments form below.
Complaints
Although we aim to get it right first time, sometimes things can still go wrong. We are sorry that you are unhappy with our services.
We aim to resolve complaints as soon as is practicably possible but do need to follow a process to make sure that each complaint is investigated thoroughly. This ensures that we find the best resolution.
In the first instance we would encourage you to speak directly with the manager of the service to which your complaint relates to. They are usually the best person who can find a resolution to your concerns quickly.
Alternatively, you can speak to your housing manager who can coordinate this on your behalf.
We are available to hear your concerns over the phone. Simply call us on
01253228944 and member of the team will help to resolve an issue or answer any questions you may have.
If you want to make a formal complaint you can do so by completing the feedback form below or email complaints@stgeorgehousing.co.uk. You can also complete our online complaints form which is attached to the bottom of our policy below. Simply email us the completed form and will will acknowledge our complaint within 2 working days and will endeavour to respond to you within 10 working days.
You can view our complaints policy here.
SGH are members of the Housing Ombudsman Service and our membership number is V0157. Only residents who have signed a tenancy agreement with SGH will be able to use this service to escalate complaints.
We have adopted the Housing Ombudsman Complaints Handling Code and consider all complaints in accordance with our policy and the Code. You can view a copy of the Code here.
You can find out more about the Housing Ombudsman Scheme here.
You can view our 2024 complaints handling code self assessment here
Our annual performance and service improvement report can be found here.
Our Board have reviewed our complaints process for 2023/24 and have provided a written statement that can be viewed here.
