Feedback is very important to us and we want to hear from you if you feel we have got something wrong or left you feeling dissatisfied. By sharing your experience, it will allow us to put things right and help us to improve our services. If you feel that we have done a good job, we would love to hear about that too. Our contact details for all comments, compliments and complaints are provided below.
Compliments
If you are impressed with something we have done, or you feel a staff member has gone the extra mile, let us know! We will ensure that your feedback is shared with our colleagues at Triathlon Homes. You can find the ways to contact us below.
Complaints
What is a complaint?
We have adopted the Housing Ombudsman’s definition of a complaint as “an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Triathlon Homes, our own staff, or those acting on our behalf, affecting an individual resident or a group of residents”. Here’s our new Complaints Policy.
In addition to our new policy we’ve also introduced a Reasonable Adjustments Policy in line with the Housing Ombudsman Code. This is to make sure we consider the diverse needs of residents when we provide our services. You can access that by clicking here.
If you would like to receive support or assistance in making a complaint, please do let us know. We’re here to help. For independent advice and support services, please reach out to your local Citizens Advice.
Local aid centres may also be able to provide independent and impartial support. Here is a useful directory of these services Legal Advice Finder.
Complaints Process
Our complaints leaflet explains how you can raise matters with us and describes the next steps. Read our Complaints Leaflet here.
When you get in touch with us to raise something you’re unhappy about we’ll ask you what you’d like us to do to put things right.
We can often resolve matters immediately without needing to escalate as a formal complaint. However if we need to make further enquiries to resolve the matter, or if you ask us to, we’ll log it as a complaint and will look to progress in line with our complaints process.
If at any point you are unhappy with how we are dealing with your complaint, please let us know. You are also able to contact the Housing Ombudsman Service at any point throughout your complaint for advice.
Complaints help us learn and understand where we’ve gone wrong. We can then change how we work to make sure we don’t make the same mistake again. Well take a look at your feedback and use it to make us better.
We have carried out a self-assessment against the Housing Ombudsman’s most recent updates to their Complaint Handling Code. This shows what we’re doing to improve our services.
- Read our Complaints Self-Assessment for 2023/24
- Read our Annual Complaints Performance and Service Improvement Report for 2023-24
Contact us about a complaint or compliment:
Call us
This is the best way to contact us with your comments or complaints. We can talk about your concerns in detail and we may even be able to resolve matters while you are on the phone. You can call us on 0300 303 1773 from 8am to 6pm Monday to Friday.
Send us an online message
If you would prefer to send us a message, please email us (details at the bottom of the page) and we will ensure that you are contacted directly within 2 working days.
Write to us
If you’d prefer to send us a letter, please write to us explaining what has gone wrong and how you would like us to fix this. We might need more information to help with our investigation, so it’s also useful to include your contact number and a convenient time to call you.
Please send your letter to:
Southern Housing,
Building 800,
Guillat Avenue,
Kent Science Park,
Sittingbourne,
ME9 8GU