Housing Service Compliments and Complaints

We're commited to providing an excellent service for our residents - but we recognise that we don't always get it right. We welcome feedback - both positive and negative - so that we can build on what works, and put things right where needed.

Below is information about how you can give feedback to us:

Compliments

If you have experienced help or had especially good service, you can compliment our staff. Just fill in the form below and let us know.

Compliments form

Complaints

We aim to provide good quality, cost effective services to you - but we recognise that, at times, things can go wrong. If they do, we need to know so we can put them right and learn from them.

We use the Housing Ombudsman's definition of a complaint, which is:

an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Council, our staff, or those acting on the Council's behalf, affecting an individual resident or group of residents.

Below we explain the procedures available to you if you consider that we have failed:

to provide a service
to be courteous
in our standard of work
in our administration of procedures
to adhere to our rules or regulations
to provide you with correct information
to treat you fairly and promptly

What should I do if I am unhappy with the service I have received?

The best way to sort out a problem is by raising the issue with the person you have been dealing with or their immediate line manager. At this stage we think those people who deliver the service are best placed to resolve an issue.

We can usually sort out mistakes and misunderstandings quickly and informally at this stage.

If you have been unable to resolve your service enquiry at the informal stage then you can move to the next stage as set out below.

Stage One

To raise a formal complaint:

Fill in the online complaint form
In writing to Complaints Co-ordinator, Gosport Borough Council, Town Hall, High Street, Gosport, Hants, PO12 1EB
Email to complaints@gosport.gov.uk

We will acknowledge your complaint within five working days, then investigate and respond within ten working days.

Stage Two

If you feel that your complaint has not been resolved at Stage One, you can request to escalate your complaint to Stage Two. You do not have to state your reason for escalation, but It would help us investigate your complaint if you set out why you are not satisfied and what you expect from a further review.

We will acknowledge your Stage Two complaint within five working days, then investigate and respond within twenty working days.

If you have been through all stages of our complaints procedure and you remain dissatisfied, you can ask the Housing Ombudsman to review your complaint. Please see further information and contact details for this free service below.

Housing Ombudsman

The Housing Ombudsman Service aims to provide a fair and effective way of dealing with complaints against member landlords from their tenants.

All responses to a complaint will make reference to your right to access the Housing Ombudsman Service at any stage of the complaint process. The Housing Ombudsman is completely independent of the Council and is free of charge.

The Housing Ombudsman will support complaint resolutions between you and us and will formally investigate a complaint. We will co-operate fully with all requests from the Housing Ombudsman to support them in their findings and comply with the Housing Ombudsman Complaint Handling Code.

If you have been through all stages of the complaints procedure and remain dissatisfied with the response or at any stage you feel we have not handled your complaint in line with our policy, you can ask the Housing Ombudsman and they may be able to investigate how we dealt with the matter.

You can contact the Housing Ombudsman using details on their website:

Housing Ombudsman

Housing Ombudsman Complaints Handling Code

More information

How our complaints policy works

Our Housing Services Complaints Policy and summary leaflet set out our promise to offer you an accessible and responsive complaints process.

How our complaints policy meets standards

Our Self-assessment form showing how we meet the national standards for managing complaints. Our Integrated Impact Assessment showing how we make sure that our complaints policy doesn't adversely affect our residents or staff.