How to make a complaint and provide feedback

Your views matter

We welcome your feedback to help us improve our services.

Sometimes things go wrong and our services can fall short of your expectations but if this happens, we want to hear from you.

Our teams will work with you to put right what has gone wrong, wherever possible. They will also make sure all necessary learning takes place and services are improved as a result of your complaint.

“A complaint is an expression of dissatisfaction, however made. It could be about the standard of service provided, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”

Source: The Housing Ombudsman Service Code of Complaint Handling

Following our merger on the 6 January 2025, our Service Performance and Customer Experience Committee, Board and Member Responsible for Complaints have worked with the organisation to complete a self-assessment of our current position on complaints handling. This is in particular reference to the Housing Ombudsman Code for Complaints Handling. We recognise some areas where we are none compliant in meeting timescales to respond to a complaint. Work is already underway to improve this with a new complaints management system being introduced, improved reporting to strengthen learning from complaints and a reduction in the number of complaints which were taking us longer to respond to than we would want.

Our policy sets out what you can expect from us when you make a complaint. To learn more about how we work with our customers to put things right, please read our policy.

Complaints and feedback policy

How can I make a complaint to Homes Plus, Housing Plus Group, Severn Homes, Care Plus or County Town Homes?

We want you to be able to make a complaint in a way that’s easiest for you.

You can make a complaint in lots of ways:

Using our online form
Calling our customer services team on 0800 048 8955
Emailing feedback@housingplusgroup.co.uk

Sending us a private message on Facebook
Contacting us on live chat
In person, to a member of our team
Or by writing to us at:
Customer advocacy team
Housing Plus Group
Acton Court
Acton Gate
Stafford, ST18 9AP

When making a complaint, please give us as much detail as possible about what went wrong. Let us know when it happened, who was affected and how. And don’t forget to give us your name, address and contact details.

Please note: This form is not for reporting anti-social behaviour or problems with your neighbours. It also should not be used to report a repair for the first time.

To report anti-social behaviour or problems with your neighbours please contact your neighbourhood officer or use our online form. To report a non-emergency repair for the first time please use our online form.

How can I make a complaint to The Wrekin Housing Group, Choices Housing Group or ShireLiving?

We want you to be able to make a complaint in a way that’s easiest for you.

You can make a complaint in the following ways:

Calling 01952 217100
Emailing complaints@wrekin.com
Writing to us at The Wrekin Housing Group Ltd, Colliers Way, Old Park, Telford, Shropshire, TF3 4AW
Using the MyWrekin App
In person to our Service Managers or at our Office (address above).

For more information, please visit The Wrekin Housing Group website.

What happens after you receive a complaint?

There are two stages to our complaint’s procedure. Our overall aim is to get things right at the first instance and resolve the matter at Stage one.

Stage one

Complaints will be acknowledged within five working days from receipt.
We will aim to resolve and respond to your complaint within 10 working days.
If you are not happy with the outcome, you can escalate your complaint to Stage two.

Stage two

A customer will not have to give a reason for their request to escalate.
We will acknowledge your complaint within five working days and will review and respond within 20 working days.

If a complaint is more complicated and it is not possible to resolve within the timescales listed, we will contact you to let you know when to expect an answer and why.

We will investigate a complaint thoroughly at each stage and identify any failings, seeking an agreeable resolution that is appropriate and reasonable to the situation. If we do not uphold (agree) that the customer complaint is a service failure, we will explain how we have reached that decision.

Where new issues, unrelated to the original complaint, are raised we will only include in the stage 1 response if this is before the response letter is sent. This is to make sure that customers, staff and contractors have a fair chance for a complaint to be investigated and for the customer to access stage 2, if they remain dissatisfied.

Where an extension of a complaint is required, we will make sure we communicate the reasons why and the customer will be kept updated throughout the extension. In all cases where there is an extension, we will share details of the relevant Ombudsman Service with the customer.

Following the completion of each stage we will write to the customer to confirm:

The complaint definition (as defined with the customer);
The investigation of all issues raised in the complaint;
The decision and reasons for those;
Any actions or remedies agreed to put things right;
Details of any outstanding actions;
Details of how to escalate to the next stage including timeframes or to approach the regulatory body.

Ombudsman services

The relevant Ombudsman service can advise a customer at any stage of a complaint. They will usually only formally take on a case if the stage 2 complaint response has been sent out. Please note that a separate process applies for customers of County Town Homes, which can be found in Appendix A of the complaints policy.

Housing Ombudsman

If the complainant is a Homes Plus or Wrekin Housing Group customer the Housing Ombudsman Service are the independent organisation relating to complaints. Their contact details are as follows:

Write to: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET

Call: 0300 111 3000

Email: info@housing-ombudsman.org.uk

Complete an online form: www.housing-ombudsman.org.uk/contact-us

Local Government and Social Care Ombudsman

This is relevant for Care Plus or Choices customers and relating to complaints about care services, their contact details are:

Write to: Local Government and Social Care Ombudsman, PO Box 4771, Coventry, CV4 0EH

Call: 0300 061 0614

Or, if the complaint relates to a regulatory issue, contact the Care Quality Commission (CQC):

Call: 0300 061 6161

Email: enquiries@cqc.org.uk

Website: www.cqc.org.uk.

How can I leave a compliment for Homes Plus, Housing Plus Group, Severn Homes, Care Plus or County Town Homes?

It’s always nice to receive compliments when we’ve done something well or exceeded your expectations.

You can leave a compliment in lots of ways:

Using our online form.
Call our customer services team on 0800 048 8955
Emailing feedback@housingplusgroup.co.uk
Contacting us on Facebook
Contacting us on live chat
In person, to a member of our team
Or by writing to us at:
Customer advocacy team
Housing Plus Group
Acton Court
Acton Gate
Stafford, ST18 9AP
Contact us on Facebook

How can I leave a compliment for The Wrekin Housing Group, Choices Housing Group or ShireLiving?

If you’re happy with a particular service, we would love to hear from you! Please let us know using the email address compliments@wrekin.com or by calling us on 01952 217100.