Statistics of our Complaints and Compliments

Tenant Satisfaction Measures (TSMs)

Over the coming year you may receive a letter, call, text, or email from us, asking you to take part in a Tenant Satisfaction Survey.

We’re doing this survey so that we can understand where we are doing well and where we need to improve. It will also help us see how we're performing against the new tenant satisfaction measures which have been introduced by the Regulator of Social Housing from 1st April 2023.

The survey consists of 12 questions covering our repairs service, building safety, customer engagement, neighbourhood management and complaints. You can answer as part of the call, by using your keypad, or if you prefer, you can request that the survey is sent to you via text message (SMS). The survey should take approximately 5 minutes to complete.

We really hope that you’ll take part in our survey and share your views with us. If you want to tell us anything further good or bad you can always do this by calling 01271 312500 or emailing us on [email protected]

How do I make a complaint?

If you need to make a complaint to NDH, you can follow our complaints procedure as below.

• A complaint is made by an NDH customer

• The complaint is reviewed by our Complaints Team

• We will look to resolve it to the satisfaction of the customer quickly and effectively

• When a complaint is resolved this way, and the customer agrees, it is logged in our housing management system as an issue resolved to the satisfaction of the customer and closed

OR

• If the complaint is not resolved to the satisfaction of the customer, it will be taken as a formal complaint and will follow a two-stage process.

• Stage 1

  We will acknowledge receipt of your complaint within 5 working days, setting out your complaint and how you would like it to be addressed. Your complaint will be investigated by the service manager or Customer Complaints Advisor who will respond to your complaint within 10 working days from the date of our acknowledgement. If we have not been able to resolve your complaint during Stage 1 you can request that your complaint progresses to Stage 2.

• Stage 2

  Your complaint will be reviewed by a Director or Senior Manager who will make a recommendation to a Review Panel that includes the Executive Team and, in some cases, members of the Board. As part of this process, you will have an opportunity to talk to the Senior Manager reviewing your case to ensure they understand your perspective. The Panel will respond to you within 20 working days of progressing to Stage 2.

• Next Step

  If we still have not been able to resolve your complaint during Stage 2, the next step is to approach a Designated Person. This can be someone such as a local District Councillor or MP who can refer you to the Housing Ombudsman. Please contact the Customer Complaints Advisor on 01271 313361 for more information, advice or help with this step.