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Resident Complaint Policy

Our Commitment

At Habodel, we are committed to providing high-quality housing and responsive customer service.

We value feedback from our residents and take complaints seriously — they are opportunities for us to learn and improve.

1. Purpose of This Policy

This policy explains how residents can raise concerns or complaints, and how we will handle them. Our aim is to ensure that all complaints are:

  • Treated seriously, fairly, and consistently
  • Acknowledged and resolved promptly
  • Used to improve our services
2. What is a Complaint?

A complaint is any expression of dissatisfaction from a resident about:

  • The condition of a property
  • Maintenance or repair services
  • Customer service
  • Staff conduct
  • Policies or procedures

A complaint is not:

  • A legal matter or dispute that is currently subject to legal action
  • A first-time request for a service (e.g., reporting a repair) — unless it has not been handled properly
  • A neighbour dispute, unless it relates to how we have handled the issue

If we fail to respond appropriately to a request, it can become a complaint.

3. How to Make a Complaint

You can make a complaint:

By telephone: 01302 244441

By email: feedback@habodel.co.uk

By post: Habodel – Resident Engagement Team
Unit 1, Hayfield Business Park
Field Lane, Auckley
Doncaster, DN9 3FL

If you are unable to make a written complaint due to a disability, please let us know as soon as possible.

We will make reasonable adjustments in line with our obligations under the Equality Act 2010.

4. Our Complaints Process

We aim to resolve complaints as quickly as possible. Our process has two stages.

Stage 1 – Initial Complaint

When we receive your complaint:

  • We will acknowledge it within 2 working days
  • A relevant team member will be assigned to investigate
  • We aim to respond fully within 10 working days (up to 20 working days if an extension is required)

You must wait for a full Stage 1 response before escalating to Stage 2.

Stage 2 – Review

If you are dissatisfied with the Stage 1 response, you may escalate your complaint to Stage 2.

  • When requesting escalation, please tell us:
  • Why you are dissatisfied with the Stage 1 response
  • Which parts of our decision you disagree with
  • Any further evidence, information, or clarification you wish us to consider

At Stage 2:

  • We will review your original complaint, our Stage 1 response, and any new information
  • We will provide a full written response within 20 working days (up to 30 working days if an extension is required)

Extension Timeframes (Stage 1 & Stage 2)

In some cases, more time may be needed due to complexity or availability of key people.

If an extension is applied, we will:

  • Inform you in writing
  • Explain the reason for the extension

Maximum timeframes:

  • Stage 1: Up to 20 working days
  • Stage 2: Up to 30 working days
5. Independent Review

If you remain dissatisfied after our two-stage process, or if 8 weeks have passed since your initial complaint without resolution, you can contact the Property Redress Scheme (PRS) for an independent review.

Contact PRS:

  • Email: info@theprs.co.uk
  • Phone: 0333 321 9418
  • Post: Property Redress Scheme, Limelight, 1st Floor Studio 3, Elstree Way, Borehamwood, Hertfordshire, WD6 1JH

You will need to provide:

  • A full copy of your complaint
  • Our responses
  • Any relevant evidence
6. Accessibility & Support

We are committed to making our complaints process accessible to all.

If you require support such as translation services, large-print formats, or advocacy support, please let us know.

7. Confidentiality

All complaints are handled confidentially and in line with data protection laws.

We will only share your information where necessary to investigate and resolve your concerns.

8. Learning and Improvement

We record and regularly review complaints to identify trends and improve our services.

Where appropriate, we may share anonymised summaries of common themes and improvements we have made.

9. Time Limits

We ask that complaints are submitted within 6 months of the issue arising, wherever possible.

This helps us investigate effectively and fairly.

10. Unreasonable Behaviour

We reserve the right to manage contact with residents who behave in a way that is abusive, threatening, or unreasonably persistent.

In such cases, we will take appropriate steps to protect staff while ensuring complaints are still handled fairly.

Contact Us

If you have a concern, please get in touch.

Email: feedback@habodel.co.uk | Phone: 01302 244441