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Complaints, comments & compliments

Making a complaint, comment or compliment

We always try to give the best service, but we know that we don't always get things right. 

We want to sort problems as soon as possible, so if you think you've not been given the kind of service you expect, let us know. If you've already tried to raise the issue with the person you're dealing with, then you have a right to raise a complaint.

If you're an Alliance Homes customer, the best way to raise and monitor your complaint is through Connect, our customer portal. Alternatively, you can raise a complaint by completing our contact us online form.

We handle all our complaints in accordance with the Housing Ombudsman, you can read more about this at the bottom of the page. 

On the other hand if you've received great service and you want to let us know about something we've done well or something you have an idea about please contact us using our online form.

How will you deal with my complaint?

You can find full details of our procedure in our Complaints Handling Process.

We will acknowledge all complaints within five working days in a method of communication that has been agreed with you.

We have a two stage complaints procedure to manage matters where we are unable to agree a resolution with you at the first point of contact.

Housing Ombudsman complaints handling code – Our self-assessment

The Alliance Homes complaint process is aligned to the Housing Ombudsman Complaint Handling Code which has key areas to help benchmark aspects of complaints. The code helps to set out good practice and allow landlords to respond to complaints effectively and fairly.

Landlords were asked to self-assess their complaints procedure and publish the results to show they meet the criteria of the code.

We’ve completed our self-assessment, which you can see here.

You can read more on the Housing Ombudsman complaints handing code here.

We have used our findings of our self-assessment to make changes to our policy and processes which will focus on making things easy and resolving your complaints quickly.

We will provide regular updates on the website about complaints including quarterly information on how we’re performing and how we’re using your feedback to improve services.