Complaints, Compliments and Comments

Platform Housing Group is committed to providing quality housing services. To do this we need to know what’s working well and also what we need to do to improve.

We have a dedicated Customer Experience Team who administer all complaints, compliments and comments and Councillor and MP enquiries. The team are also responsible for following up on survey responses.

If you wish to leave us feedback then please complete the form below, please note this form should not be used if you wish to report an issue with a neighbour. To report concerns about a neighbour please use our Anti-Social Behaviour Reporting Form.

Download our Customer Feedback Leaflet [pdf] 604KB

Please click here to provide feedback

Housing Ombudsman Complaint Handling Code

What is it?

The Housing Ombudsman Service (HOS) have introduced a new Complaints Handling Code. The purpose of the Code is to enable us and other landlords to resolve complaints raised by customers quickly and to use the learning from complaints to drive service improvements. 

The Code will act as a guide for customers setting out what they can and should expect from us when they complain. The requirements in the Code also provide customers with information about how to make a complaint and how to progress it through our internal complaints procedure.  

The Code supports the regulatory approach to complaints ensuring our approach to complaints is clear simple and accessible and ensures that complaints are resolved promptly, politely and fairly.  

Please see Our Self-Assessment against the Housing Ombudsman Complaint Handling Code: Complaint Handling Code - Platform Self Assessment December 2020.pdf [pdf] 570KB

For more information about the Complaint Handling Code see below the link to this area on the Housing Ombudsman’s website.