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Complaints

Wisden Housing Co-operative Ltd is committed to making sure we are compliant with The Housing Ombudsman Code of Conduct. Wisden Housing Co-operative Ltd welcomes complaints from its Members and encourages anyone using or directly affected by its services to make complaints. Members do not have to use the word complaint for it to be treated as a complaint.

Complaints Policy
 

Wisden Housing Co-operative Ltd welcomes complaints from its Members and encourages anyone using or directly affected by its services to make complaints. Members do not have to use the word complaint for it to be treated as a complaint.

 

Complaints may be received by

 

Phone: 01438 722789

Letter: 1 Bader Close, Stevenage, Herts, SG1 5LA

Email: Wisdenhousing@hotmail.com

 

OR by Speaking to any member of the managing team/ Committee.

 

You can find a copy of our complaints policy here ------------>

Self Assessment , Annual Report and Governing Body's Response
 

As required by The Housing Ombudsman, we are to display The Complaints Self Assessment Form, The Annual Complaints and Service Improvement Report and The Governing Body's Response to said report. these are attached below.

Stage 1 – Initial Complaint

  • Acknowledged, defined, and logged within 5 working days.

  • Full response provided within 10 working days (extensions may apply).

  • Response explains the decision, reasons, outcome, any actions, and how to escalate to Stage 2.

  • May include Ombudsman details if extended or unresolved.

 

Stage 2 – Review (Final Stage)

  • Requested if the resident is still unhappy (no reason needed).

  • Acknowledged within 5 working days.

  • Final response issued within 20 working days (extensions may apply).

  • Investigated by someone not involved in Stage 1.

  • Final decision includes outcome, reasons, actions, remedies, and Ombudsman information.

  • This is the organisation’s final response.

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