Feedback

We are always working to improve the services we provide. Which is why if you’ve got something to share– good or bad – or suggestions for how we can do better, we’d love to hear it. We encourage our customers to let us know what they think about the services we deliver so we can recognise those things that we do well and try to put right and learn from things that we don’t do well.

You can call us up anytime on 0800 027 2057 or let us know by emailing info@acisgroup.co.uk. You can also get in touch via our social media channels. Or you can provide us with feedback or share your suggestion for improvement by completing the online form below.

But if you feel you need to make a formal complaint, we have a formal process to go through and we will investigate in a fair an honest way. It’s important you give us as much detail as possible to help us get to the bottom of things, including what you are seeking to resolve the situation. Find out more about this process below. You can make a complaint by filling in the form at the bottom of this page under contact us, or get in touch with us on 0800 027 2057 to speak to us or request a form to be posted out.

We also have a number of ways you can get further involved in having a say about how we deliver our services through our ‘Your voice’ service.

Comments and compliments

We receive lots of comments and compliments about our services – from suggestions about how we can make our services better to praise for our people.

When we receive comments and suggestions about our services, we’ll acknowledge receipt within two working days and, if required, respond to them within ten working days.

When we receive compliments and praise, we’ll ensure we pass them on to the relevant people within the organisation and, where appropriate, feature them in our quarterly magazine, on social media or on our intranet.

Complaints

We’re continuously working to improve customer satisfaction. We’ll always try and solve issues before they turn into formal complaints, but have processes in place to deal with any formal complaint that we receive.

Complaints can be made by letter, email, phone or by filling in a specific complaints form, which is available at the bottom of this page or we can post a printed version out to you. If you need support in making your complaint, we can help.

We’ll try to resolve any complaint at the earliest opportunity, but it can be escalated through a three-stage process if you are still not happy with the outcome. Each complaint is managed by a manager with knowledge of the issue at hand. In any circumstances where it is not appropriate for the manager with responsibility for the service area or one of their team to investigate, the matter will be referred to another colleague to investigate.

Stage one

If you make a complaint, we’ll contact you within two working days of the complaint being received and tell you who your contact is, discuss the complaint and, where not already understood, find out what you are seeking to resolve matters. It may be that a home visit or meeting is required, so we can arrange this during this time.

We’ll try to look into the matter and notify you of a decision within ten working days of the complaint being received. If the complaint is complex and requires much more investigation, we’ll let you know, keep you updated and agreed a deadline for when we will respond to you with the outcome.

There’s a number of things we can do at the outcome of a complaint, including providing you with:

  • An explanation as to why a complaint cannot be upheld
  • An apology if we got something wrong
  • An indication of what we will do to put something right
  • A commitment made to review how we do things
  • A goodwill or compensation payment made

Stage two

If you are unhappy with our decision after this first stage, you can request it be looked at again at the second phase of the complaints process. At this stage, you will be asked to identify any matters which you believe we have not taken into account in reaching our decision or raise that you think that the response is either factually inaccurate or does not address the complaint.

The matter will be escalated and investigated by a different senior manager.

Again, we will try to come to a decision within ten working days of receiving the stage two request form, which will be sent out to you to fill in. If the complaint is complex and requires much more investigation, we’ll let you know and keep you updated.

Stage three

If you are still unhappy with the outcome of your complaint after the second stage, it will be taken to the third stage. At this stage, we will seek a meeting – or ‘hearing’ – to discuss the complaint with you. We will try to arrange that meeting within ten working days of receiving a completed form, which we will send out to you, and the meeting will take place within one month. Again, you will be asked to identify matters which you believe haven’t already been addressed.

This is the final stage of our complaints procedure. At this meeting, you have the chance to discuss your complaint with a panel consisting our Chief Executive or a Director, a Board member and an impartial tenant representative. You may also bring advocates with you if you wish.

We will normally notify you of a decision verbally at the end of this meeting. Where this is not possible, we will explain our decision in written communication within ten working days.

If you still remain unhappy after the end of our three-stage process, you may escalate your complaint to the Housing Ombudsman.

Mediation

If it has not been possible to agree on a resolution at any stage of the complaints process, we will consider using an independent organisation to mediate between the two parties, though this will not be appropriate for all circumstances.

Goodwill and compensation payments

Our customers may be eligible for goodwill and compensation payments of up to £100, depending on the issues at hand. Any impact will be assessed against pre-determined guidelines and all compensation requests must be related to events in the prior six-month period.

Compensation is not an alternative to customers not having household contents insurance or not making claims against their policies. We reserve the right to conduct an independent valuation of any damaged item and obtain comparative quotes for the cost of repair or replacement.

Contact us

You can contact us at any time on 0800 027 2057 or info@acisgroup.co.uk

Or ask us for a call back here:

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