Complaints

Stage 1 

We’ll let you know we’ve received your complaint within five working days. We’ll talk to you about your complaint and let you know the timescales and next steps. 

We’ll then aim to respond fully to stage 1 complaints within 10 working days. More complicated complaints may need longer to look into and sort. This can be up to 10 extra working days. We’ll talk to you about this and will keep you updated until it’s sorted. 

Stage 2 

• It doesn’t address your complaint. 

• It isn’t factually accurate. 

• We’ve not done what we said we would. 

• We didn’t follow our complaints process. 

We allow 20 working days to look at a complaint at stage 2. Again, sometimes these can be complicated and need longer to look into. his can be up to 20 extra working days. We’ll talk to you about this and will keep you updated until it’s sorted. 

If you’re unhappy with the results of the stage 2 complaint you can contact the Housing Ombudsman. Find out more in the What to do if you’re still unhappy section. 

We will: 

• Let you know we’ve received your complaint in five working days 

• Give you a stage one outcome in 10 working days 

• Give you a stage two outcome in 20 working days 

• Thoroughly investigate your complaint fairly and in line with our policies and procedures 

• Follow the Housing Ombudsman complaint handling code. 

• Let you know if we need more time, why we do and how much more time we need. 

• Give you a full written response to your complaint once we have completed our investigation. It will include: 

• what we’ve done 

• the decisions we’ve made 

• outcomes, including any remedies 

• what you do next. 

Extension rules  

• Complex Works 

• Third Party Involvement 

• Awaiting information from the customer 

• Additional Information has been received  

Exclusions 

• We will not normally accept complaints about issues that occurred more than 12 months ago unless they form part of an ongoing issue. However, we may exercise discretion to consider complaints outside of this timeframe where there are valid reasons for the delay.  

• Concerns where legal proceedings have commenced. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.  

• Matters that have previously been considered under the complaints policy; however, where the problem is a reoccurring issue, we will consider older reports as part of the background to the complaint.  

• A new request for service when a customer informs us of a problem for the first time. For example, if the word complaint is used during an initial report of a repair that has not yet been notified to Amplius.  

• Enquiries or expressions of dissatisfaction from members of the public who we do not have a relationship with or provide a service. 

If you’re still unhappy at the end of our complaints process, you can ask the Housing Ombudsman to consider your case. 

The Housing Ombudsman’s Complaints Handling Code gives clear guidance to support the effective handling and prevention of complaints. It can be read at housing-ombudsman.org.uk  

The Code is designed to enable landlords to resolve complaints promptly and fairly and to use the learning to make service improvements. Compliance with the Code is part of the membership obligations set out in the Housing Ombudsman Scheme. 

The Housing Ombudsman’s contact details are: 

• Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET  

• 0300 111 3000 

• [email protected] 

• housing-ombudsman.org.uk  

For complaints relating to our care and support services, you can contact the Care Quality Commission using the below details. 

• 03000 616 161 

• [email protected] 

• cqc.org.uk/contact-us 

A complaint is negative feedback given about us for one of a number of reasons.  

These could be because we have: 

• Failed to provide a service when agreed. 

• Provided a poor standard of service. 

• Made a mistake in the way we’ve provided a service. 

• Failed to meet our existing service standards. 

• Failed to follow our policies correctly. 

There are some areas which don’t consider to be a complaint. These are set out in our complaints policy, which is found here.

The complaint service is open to our customers, or their representative, and anyone affected by a service we provide. 

If you need support making a complaint, we’ll be happy to help. If you prefer, you can ask a family member or friend to help. You can also ask for further help and advice from your local councillor or MP. 

Customers are able to approach the Ombudsman at any point during their complaint journey for advice and support. 

You can find out more about reasonable adjustments and support available when making a complaint in our complaints policy.

To support efficient and consistent service, we may use artificial intelligence (AI) tools to assist in reviewing complaints and drafting responses, including recommending potential outcomes such as compensation. These tools are used to support our staff and do not make final decisions. All responses and decisions are reviewed and approved by a member of our team before being shared with you. 

As the Member Responsible for Complaints, Ashleigh Webber plays a vital role in ensuring that customer voices are heard at the highest level.  

She provides oversight and challenge to Amplius’ complaint handling, scrutinises performance against the Housing Ombudsman’s Code. She also helps drive improvements through the Customer Experience Committee.  

Find out more about Ashleigh here.