Your voice matters: providing feedback on our services | Tenant news

At Habinteg, we're committed to providing our tenants with high-quality homes and services, and part of improving our service to you is taking on board your feedback.

Your views are important

Your feedback helps us understand what's working well and what isn’t. It allows us to:

• identify areas for improvement
• develop better policies and procedure
• celebrate achievements.
   

Type of feedback

We’re happy to take on board all types of feedback from you.

If you're unhappy with a service, repair, or interaction with Habinteg staff, please let us know as soon as possible. We aim to acknowledge all complaints within five working days. We'll then investigate your concerns and get back to you with a proposed way to resolve the matter in a reasonable timeframe.

If you have any suggestions or ideas about how we could improve our services or homes, we also want to hear from you. The suggestions that flow from your experiences of our services and homes are invaluable.

As with all organisations, we also appreciate hearing about positive experiences.  Did a member of our team go the extra mile? Did a contractor communicate especially well or pull out all the stops to complete a tricky repair? Has a Habinteg home improved your life? Please tell us about it.

Providing feedback

You can provide feedback to us in several ways.

One simple way is to use the feedback form on our website. This form is reviewed by our Customer Services Team and passed on to the relevant department within Habinteg for action. The form is a way to provide feedback at a time that’s convenient to you.

If you prefer to speak with a member of staff, you can call our Customer Services Team at Habinteg Direct on 0300 365 3100 to discuss your feedback.

There’s also the opportunity to have a face to face chat with a member of your local Neighbourhood Team by visiting your scheme office to discuss your feedback.

If you don’t know who your local Neighbourhood Manager and Coordinator are, please email the Customer Services Team at direct@habinteg.org.uk. Customer Services will be able to give you names and contact details for your local team.

If you prefer, you can also simply email your feedback to the Customer Services Team. the team aim to acknowledge all email queries within two working days.

By sharing your feedback, you play a vital role in having a say in your scheme’s homes and services, as well as shaping Habinteg's future, and we value your input.

For more information, see Habinteg’s Complaints Policy . It outlines the process for addressing formal complaints and ensures your concerns are dealt with fairly and efficiently.