NICE TO KNOW: YOUR VOICE

Stage one

If you want to make a complaint, your complaint will be registered at Stage one of our complaint procedure and someone will contact you to make sure we understand what has gone wrong and how you would like us to resolve it. We will acknowledge your complaint within two working days and respond in full within ten working days. If our Stage one response does not resolve your complaint, you can ask us to escalate it to ‘Stage two’ of our complaints process.

Stage two

At Stage two, your complaint will be reviewed by a senior manager who will look at how your complaint has been managed and decide whether there is more that we can do. You will receive a full response to your Stage two complaint within 15 working days.

If we decline your request to escalate your complaint, we will clearly communicate in writing our reasons for not escalating as well as your right to contact the Housing Ombudsman about our decision.

Please note: Until you’ve received this final response from Swan, you’re not able to make a complaint to the Housing Ombudsman.

The Housing Ombudsman

Once our internal complaints process is exhausted, and if you feel we haven’t put things right, you have the option to refer the matter to a designated person such as an MP or Councillor. Alternatively, you may choose to make a complaint to the Housing Ombudsman. The Housing Ombudsman will only consider investigating your complaint if you reported the original problem to Swan and have been through our internal process and you’re dissatisfied with our response. However, please note you can contact the Housing Ombudsman at any time for advice and guidance on a complaint.

Phone: 0300 111 3000

Monday to Friday 9.15-5.15pm

Email: Info@housing-ombudsman.org.uk