Contact Us
Rise Homes are committed to providing a professional service to all our clients and customers. We hope that your experience of our team and of living in one of our homes is a positive one, however, if the service you have received is not as expected, or if we have made a mistake, we would like to know so that we can improve our service moving forward.
We consider the needs of the individual and, where appropriate, make reasonable adjustments for consumers who might be disadvantaged because of factors such as their age, infirmity, disability, lack of knowledge, lack of linguistic or numeracy ability, economic circumstances, bereavement or do not speak English as a first language
Stage 1 – Complaint in Writing
Please issue your complaint, via email or letter, to the PropertyManager allocated to your property. Please include as much detail as possible, outlining all issues you would like considered, including dates, names of any members of staff you dealt with, and where you are able to enclosing/attaching any supporting evidence.
Stage 2 – Acknowledgement (Timescale – within 3 working days of receiving your complaint)
Your complaint will be acknowledged and we will start our in-house complaints process.
Stage 3 – Our Investigation (Timescale – within 15 working days of receiving your complaint)
Your complaint will be investigated and we will provide a formal written response addressing your specific complaints and proposing resolutions where appropriate.
Stage 4 – Our Final Investigation (Timescale – within 15 working days of receiving your complaint)
If you remain unhappy, your subsequent complaint will be investigated and we will provide a written response outlining our final position and proposing resolutions where appropriate.
If we have not addressed your complaints within eight weeks, you can refer your complaint to The Property Ombudsman.
Stage 5 – The Property Ombudsman (Timescale – you must refer your complaint to The Property Ombudsman within 12 months of the date of our final viewpoint letter)
Should you remain dissatisfied after receiving our final viewpoint letter, you can refer your complaint to:
The Property Ombudsman Milford House, 43-55 Milford Street, Salisbury SP1 2BP
01722 333306 | www.tpos.co.uk