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.

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

Please click to read our Complaints and Compliments policy.

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: www.housing-ombudsman.org.uk

The Ombudsman published a new Complaint Code in July 2020 setting out good practice about responding to complaints effectively and fairly. Westward must self-assess against the Code and publish the results, this was carried out by our Board in May 2021: Ombudsman Code self-assessment.

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

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 in 2020/21 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

If you know that you are entitled to compensation, please click here to submit your claim.

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

Service Improvements

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Feedback summary from the past quarter

This is our complaints performance summary for Quarter 3 2021-22.