Resident Involvement

We will always try to resolve a complaint at the first point of contact, where this is not possible we have a 2 stage formal complaints procedure, the 2 stages are:

Stage 1 – When we receive a complaint, it will be logged and acknowledged within 5 days. The complaint will be investigated by a manager from the relevant service area and a response provided within 10 working days of the complaint being acknowledged.

When we deal with a complaint at Stage 1, the relevant manager will:

Establish the detail of the complaint and the outcome the you are seeking

Investigate impartially with an open mind

Consider information and evidence carefully

Provide a full response that includes the decision, reason for the decision and details of any remedy offered

Give details of how to escalate the matter

Provide contact details on how to contact the Housing Ombudsman.

Stage 2 – complaint reviewed by a Service Director

We will ensure that in dealing with complaints a thorough investigation is be carried out and the results recorded. Where it will assist the investigation, we will establish personal contact with you.
If you are not satisfied with the response, you can request that the complaint is escalated.

Throughout the complaints process we will indicate to complainants in correspondence that you have the right to contact the housing ombudsman for
advice and assistance at any stage.

How to Complain
In Person with a member of staff
By Phone 0113 2007700
By Email customerservices@unitya.co.uk
In writing at Unity Housing Association 117 Chapeltown Road Leeds LS7 3HY