Complaints

What is a complaint?

A complaint is an expression of dissatisfaction with a service that Phoenix provides.

We can only accept complaints that are made within six months of when the issue occurred.

We do not treat the following as complaints:

• an initial report of antisocial behaviour, or update about antisocial behaviour. Please contact us to report antisocial behaviour
• a dispute about the level of rent or service charges. If we cannot resolve this internally, it needs to be resolved through a rent assessment committee or first tier tribunal (previously the leasehold valuation tribunal)
• dissatisfaction with one of our policies, unless you are dissatisfied with how we have carried it out.

How do I make a complaint?

You register a complaint by telephone, in writing or in person. You can also email us your complaint to complaints@phoenixch.org.uk

We will firstly try to put the matter right informally within seven days. If we are unable to resolve the matter to your satisfaction, it becomes a Stage 1 complaint.

We will acknowledge your complaint, respond and aim to fully resolve your complaint within 20 working days.

When you make a formal complaint, we promise to:

• offer a solution to resolve the complaint where possible.
• keep you informed of progress if a response to your complaint cannot be made within the set timescale
• give you an unreserved apology if Phoenix is at fault.

Taking your complaint further

If the complaint is still not resolved to your satisfaction, you can ask a 'designated person' (an MP or Councillor) or a tenants panel to consider it. Please contact us to find out who is your 'designated person'.

They can work with you and Phoenix to resolve your complaint or refer it to the Housing Ombudsman.

Alternatively, you can wait eight weeks before sending your complaint directly to the Housing Ombudsman.

Find out more on the Housing Ombudsman Service website.