your habodel guide to
complaints

At habodel, we value all customer complaints because we value our customers. Complaints are:

Discover how habodel handle complaints using the information below.

– To give an everyday procedure to everyone, which is clear, easy to understand and makes sure our customers are able to complain

– To spread the word about our complaint’s guide so our customers know how to get in touch to make their complaint

– To make sure our teams at habodel know just what to do when we get a compliant

– To look into complaints as fast and fair as we can

– To make sure all cases are resolved so our customers feel happy with the outcome, and repair any relationships

– To use complaints to help us to grow and improve for valued customers

At habodel, we define a complaint as any unhappiness or frustration that comes from our customers. Where we or our contractor partnerships have failed, this could be something we have or haven’t done that is not up to our usual high standard or is just unacceptable.

It’ll be treated as a complaint and we’ll get in touch with our customers if we or our contractor partnerships’ actions are justified or not.

A cooker or boiler breaking down or not working, might or might not lead to a complaint, but we wouldn’t view this as our fault as it’s out of our hands.

Although, if we didn’t get in touch quickly about the breakdown or fix the problem as promised, we’re more likely to view this as a complaint.

– If we delivered a poor service – for example, a repair we haven’t sorted or a repair that was poorly finished

– If we’ve given no or incorrect information

– If we or our approved contractors have unhelpful staff

– Habodel want to make things right, as mentioned earlier, we see complaints as a chance to learn and improve to look after our customers. We do this by making sure our staff are comfortable with the complaints guide, so it’s sorted as quickly as possible

– We want to create happier rented living for all; we take complaints seriously. Having clear and simple procedure that is easy to understand helps everyone

– At Habodel we make sure we make changes to make sure the complaint and situation doesn’t happen again

Discover how habodel handle complaints using the information below.

– To give an everyday procedure to everyone, which is clear, easy to understand and makes sure our customers are able to complain

– To spread the word about our complaint’s guide so our customers know how to get in touch to make their complaint

– To make sure our teams at habodel know just what to do when we get a compliant

– To look into complaints as fast and fair as we can

– To make sure all cases are resolved so our customers feel happy with the outcome, and repair any relationships

– To use complaints to help us to grow and improve for valued customers

At habodel, we define a complaint as any unhappiness or frustration that comes from our customers. Where we or our contractor partnerships have failed, this could be something we have or haven’t done that is not up to our usual high standard or is just unacceptable.

It’ll be treated as a complaint and we’ll get in touch with our customers if we or our contractor partnerships’ actions are justified or not.

A cooker or boiler breaking down or not working, might or might not lead to a complaint, but we wouldn’t view this as our fault as it’s out of our hands.

Although, if we didn’t get in touch quickly about the breakdown or fix the problem as promised, we’re more likely to view this as a complaint.

– If we delivered a poor service – for example, a repair we haven’t sorted or a repair that was poorly finished

– If we’ve given no or incorrect information

– If we or our approved contractors have unhelpful staff

– Habodel want to make things right, as mentioned earlier, we see complaints as a chance to learn and improve to look after our customers. We do this by making sure our staff are comfortable with the complaints guide, so it’s sorted as quickly as possible

– We want to create happier rented living for all; we take complaints seriously. Having clear and simple procedure that is easy to understand helps everyone

– At Habodel we make sure we make changes to make sure the complaint and situation doesn’t happen again

habodel’s complaint process

1. If you’re having a bad day and find a problem with your home, let us know, and we’ll log the complaint.

2. We call our customers within 24 hours of the complaint to apologise and set out steps to make things right.

3. We’ll look into your complaint as soon as possible, discovering the problem and outlining a solution.

4. We aim to create a few solutions and present them to you within seven days of the initial complaint.

5. No matter the proposed solution, we’ll resolve your complaint with the love and care it deserves.

6. If you feel this hasn’t worked, all customers can elevate a complaint and we’ll respond within 14 days.

How to submit your
complaint to habodel

If you do wish to complain to habodel, you can do this by contacting Customer Relations. However, we advise using our complaints form for the fastest response.

Move-ins and renewals

customerrelations@habodel.co.uk
or call 01302 499 204

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