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Dealing with complaints
We aim to provide a high standard of service to our tenants and to treat all applicants for housing and other members of the public with courtesy, fairness and efficiency. An important part of our service is the way we deal with complaints. We need to know about any dissatisfaction with our service in order to resolve problems and to help us become more effective.
If, when we have dealt with your complaint you are still not satisfied with the result, there is an independent body called the Independent Housing Ombudsman who will look at your complaint and decide if it has been dealt with in a proper way.
Making a complaint
If you have a complaint about the quality of our services or about our policies you should first raise it with the relevant regional office. Please contact our offices on the details below, or alternatively use our online "Praise or Grumble" feedback form by clicking here.
We aim to provide a high standard of service to our tenants and to treat all applicants for housing and other members of the public with courtesy, fairness and efficiency. An important part of our service is the way we deal with complaints. We need to know about any dissatisfaction with our service in order to resolve problems and to help us become more effective.
If, when we have dealt with your complaint you are still not satisfied with the result, there is an independent body called the Independent Housing Ombudsman who will look at your complaint and decide if it has been dealt with in a proper way.
Making a complaint
If you have a complaint about the quality of our services or about our policies you should first raise it with the relevant regional office. Please contact our offices on the details below, or alternatively use our online "Praise or Grumble" feedback form by clicking here.
NCHA Head Office Nottingham Housing Office
12/14 Pelham Road Unit 3, Clumber Court
Sherwood Rise Clumber Avenue
Nottingham Nottingham
NG5 1AP NG5 1AJ
Tel: 0800 013 8555 Tel: 0800 013 8555
info(put the ’at’ sign here)ncha.org.uk nottingham(put the ’at’ sign here)ncha.org.uk
Ollerton Housing Office Leicester Housing Office
3 Forest Court Rowlinson Court
Forest Road 6 Heathley Park Drive
New Ollerton Leicester
Nottinghamshire LE3 9EQ
NG22 9PL
Tel: 0800 013 8555 Tel: 0800 013 8555
reception.ollerton(put the ’at’ sign here)ncha.org.uk rowlinson(put the ’at’ sign here)ncha.org.uk
reception.ollerton(put the ’at’ sign here)ncha.org.uk rowlinson(put the ’at’ sign here)ncha.org.uk
You should receive an initial response to your complaint within 10 working days.
Complaint to Independent Housing Ombudsman
You have a right to complain to the Ombudsman once your complaint has completed NCHA’s complaints procedure. Your complaint will also be accepted if you feel that NCHA’s complaints procedure is taking too long, is difficult or is inadequate. The complaint should be made in the 12 months after you reached the end of NCHA’s complaints procedure.
NCHA Housing with Care and Support (HWCS) department operates its own complaints procedure with a focus on the specific needs of its client group. A 24 hour free phone number (0800 435064) is provided for any complaints relating to HWCS.
For more information about the HWCS complaints procedure click here
