Complaints
We want to provide you with a good service, but if we don’t, we want to know so that we can do something about it and improve our service in the future. We would ask that you give us the opportunity to put things right.
There is more information about how we are improving complaints on a dedicated page.
You can tell us about a complaint through any of the usual channels. You can email customerservices@wandle.com or call us during office hours on 0300 200 0120. You can also write to us. However you report your complaint, make sure to tell us what went wrong, how you were affected, and how we can put things right.
Wandle are members of the Housing Ombudsman Scheme. You may wish to contact them for advice and guidance about your complaint with us. You can get in touch with them at any point during your complaint.
Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET (This address changed on 1 May 2024)
Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Online: www.housing-ombudsman.org.uk/residents/make-a-complaint/
The Housing Ombudsman Service govern a Complaint Handling Code which sets out good practice so landlords can respond to complaints effectively and fairly.
Find our latest self-assessment against the Housing Ombudsman’s Complaint Handling Code here.
You don’t have to be a tenant or homeowner to make a complaint. You could be a representative of a tenant or homeowner, such as health or care worker, a guardian or a “designated person”.
Once we know what has gone wrong, how you were affected and what we need to do to put things right, we will confirm to you that a complaint has been opened and provide you with a case reference number. We aim to acknowledge all complaints within 5 working days.
All new complaints are investigated at stage one of our complaint process. This involves an internal investigation to find out what has gone wrong and what needs to be done to put things right. These complaints are usually investigated and responded to by a member of the team involved in the initial problem. If a complaint relates to service from one of our contractors, we may ask them to investigate and respond to you.
We aim to respond to stage one complaints within 10 working days. There may be times when we cannot respond within this timeframe. If this happens, we will let you know why and extend our timescale by no more than a further 10 working days.
If you are still dissatisfied after we have responded at stage one or you feel that we have not delivered on our agreements at stage one, you can request that your complaint progress to stage two. This request should be made within a reasonable period (normally within two months of our stage one response or completion of agreed actions). Only concerns that were part of your original stage one complaint will be considered at this stage.
Stage two complaints will usually be investigated and responded to be a senior member of the team involved in the stage one complaint. Where a complaint relates to a service provided by a contractor on our behalf, the appropriate Wandle contract manager will investigate and respond.
We aim to respond to stage two complaints within 20 working days. There may be times when we cannot respond within this timeframe. If this happens, we will let you know why and extend our timescale by no more than a further 10 working days.
Stage two is the end of our complaint process and the response provided will be the final response from Wandle to a complaint.
We will notify you when your complaint has been closed to explain why we have done this.
We will close a complaint when:
The staff member investigating your complaint will work with you to agree on how frequently we stay in touch during the investigation. You can contact them directly should you have any questions, and the complaints team is available at complaints@wandle.com if there is anything further we can help with.
Disrepair
We are committed to resolving claims of disrepair through our complaints process providing you with an effective, free and speedy resolution. This approach is in keeping with new guidance for landlords on disrepair claims issued by the Housing Ombudsman in October 2021.
Compliments
We all like to be recognised when we do a good job. If you feel if an individual or team has done a particularly good job, we would love to hear from you.
Compliments can be made within MyWandle or you can email customerservices@wandle.com
Why is Wandle being investigated? In October 2024, the Housing Ombudsman launched a special investigation into Wandle’s complaint handling and our maladministration rate of 86%. We know our complaint handling needs to improve, and we are committed to putting this right. Before we received notification of the investigation, we had already prioritised an organisation-wide project […]
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