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.

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 3 2023/24

93 Complaints in Q3 Broken down here:

This is our complaints performance summary for Quarter 3 2023/24

DEPARTMENT

Count of COMM-TYPE

Percentage

Property Services

29

31.18

Westward Property Services

12

12.90

Housing Team West

9

9.68

Asset Management

7

7.53

Housing Services AD

6

6.45

Repairs & Maintenance Team

6

6.45

Supported Housing

8

8.60

Development

2

2.15

Enabling Hub Management

2

2.15

Housing Team East

2

2.15

Incomes

2

2.15

Supported Housing Central

2

2.15

Customer Enabling Hub

1

1.08

Customer Engagement

1

1.08

Home Ownership

1

1.08

Lettings Team

1

1.08

Property Compliance Team

1

1.08

Support Housing Central

1

1.08

Total

93

  

 

94% of complaints resolved at stage 1 (target still 99%)

83.87% resolved in 10 working days (target still 92%)

39 compliments this quarter (51% for staff).

53 compensation claims with a payout of £5046

Full information here:

39 compliments this quarter

 

 

Q3   23-24

Contractors

Contractors

18

Service provided

Service provided

1

Staff attitude

Staff attitude

20

TOTAL

TOTAL

39

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

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