Your feedback matters to us

We try to get things right the first time and it's great when you let us know that we have.

We also know that things can go wrong. If you are unhappy with a service that you have received from us and wish to make a complaint, we need to know so we can put things right as soon as possible.

We welcome your feedback as this gives us the chance to improve our services. So whether you have a complaint, compliment or some other feedback you would like to share with us we would like to hear from you. The form to do so is at the bottom of this page.

We will respond to any complaint as fully as possible within 10 days.

Please click to read our Complaints and compliments policy. If you know that you are entitled to compensation, please click here to submit your claim.

What is a complaint?

A Westward complaint

We define a complaint as an expression of dissatisfaction about the standard of service, actions or lack of action by Westward, our own staff, or those acting on our behalf, affecting an individual resident or group of residents.

A complaint is not a:

  • request for a service
  • report of a fault or defect
  • query about a policy
  • request for information
  • dispute

Our aims for complaint handling are:

  • 99% complaints resolved and closed at stage one
  • 0% complaints progressed to stage three
  • resolve complaints within Ombudsman timescales
  • continue to learn from customer complaints and ensure these lessons are shared with colleagues

Complaint code

The Housing Ombudsman is set up by law to look at complaints and resolve disputes involving the tenants and leaseholders of social landlords like Westward.

The Ombudsman won’t usually consider a complaint that hasn’t first been looked at by us through our formal complaints process.  The Ombudsman’s website has really useful information and videos about making a complaint and you can access this at any time: housing-ombudsman.org.uk

The Ombudsman's Complaint Code sets out good practice about responding to complaints effectively and fairly. Westward has self-assessed Westward against the code and you can read the results here: Westward Complaints Self Assessment June 2024.

You can also read the annual report which we send to Westward Board: Westward Annual Complaints Report 2024. Our board's response to the report and Ombudsman self-assessment can be found here.

Make Things Right

It matters that you know how to complain to your housing association so the government has launched a complaints awareness campaign on a website which you can view here: Social Housing Complaints - Make It Right

Feedback summary from the past quarter

This is our complaints performance summary for Quarter 2 2024/25

 

124 Complaints in Q2 broken down here:

Department

Count

Percentage

Property Services

56

45.2%

Westward Property Services

17

13.7%

Housing Team West

14

11.3%

Asset Management

6

4.8%

Housing Team East

6

4.8%

Support Services

5

4%

Housing Services AD

3

2.4%

Incomes

3

2.4%

Enabling Hub Management

3

2.4%

Customer Engagement

2

1.6%

Development

2

1.6%

Emergency Helpline

2

1.6%

Supported Housing

2

1.6%

Support Management

1

0.8%

Home Ownership

1

0.8%

Lettings Team

1

0.8%

Total

124

  

 

95% of complaints resolved at stage 1 (target still 99%)

 

95.16% resolved in 10 working days (target still 92%)

 

40 compliments this quarter (37.5% for staff). Full information here:

 

 

Q2  24-25

%Q2  24-25

Contractor

17

42.5%

Service provided

8

20%

Staff attitude

15

38%

TOTAL

40

 

 

 

 

 

 

 

 

 

 

15 compensation claims with a payout of £1701.48

To make a complaint or give a compliment, complete this form:

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