Complaints
We aim to provide a high-quality and value-for-money service for our customers and always try to improve our services.
We welcome your views and feedback on our services. Your enquiries, feedback and complaints help us improve how we work. We ask customers how satisfied they are with services regularly, for example, after a repair has been completed or as part of our Customer Satisfaction Index survey.
We aim to respond to complaints promptly when you first contact us, and the process we follow is summarised below. You can also find a copy of our Complaints Policy at the bottom of this page.
We must follow the Housing Ombudsman’s Complaint Handling Code. You will find our self-assessment of how we meet their requirements on the link at the bottom of the page. You will also find there our Annual Complaint Report for 2023-2024. This shows a summary of what customers were dissatisfied with over the last year, what we’ve learned from the feedback you gave us when you reported complaints and the changes we’ve made by listening to your feedback.
Where complaints need to be formally investigated, we follow a two-stage process.
For Stage 1 complaints, we will:
Let you know that we have received your complaint within five days.
Assign an appropriate member of staff (in most cases, either the Customer Resolution Officer or the person assigned as the Investigating Manager for the complaint case) to contact you within two working days of us acknowledging your complaint as a courtesy to ensure our understanding of the issue and the outcomes you are seeking. They will also advise of any aspects of the complaint we are not responsible for.
Aim to respond to your complaint within ten working days after our initial acknowledgement. In some cases, we may need more time to investigate thoroughly. We will let you know if this is the case and keep you updated throughout.
If you are dissatisfied with your complaint response, you can ask us to review it, and we will escalate it to Stage 2.
For complaints that move to Stage 2, we will:
Let you know we have received your request to review your complaint.
Tell you who is reviewing the complaint and offer you the opportunity to meet those reviewing your complaint to discuss the areas of dissatisfaction. The Complaint Review Panel will look at your Stage 2 complaint, which comprises a senior manager and a Customer Board Member or Board Member - they won’t have been involved in the complaint so far and bring a fresh perspective.
Arrange for the Complaint Review Panel to meet to review the complaint.
Aim to respond to Stage 2 complaints within 20 working days. Where more time may be needed to investigate further, we will let you know this is the case and keep you updated.
Provide details of the Housing Ombudsman in the response.
Ask for your feedback on how satisfied you were with how your complaint was handled.
Please fill in the form below to make a formal complaint.
Unacceptable Behaviour Policy
In line with Housing Ombudsman recommendations, Prima has a policy to help manage complainants who present unacceptable behaviours. While we aim to address complaints fairly, honestly, consistently, and appropriately, some behaviours can place unreasonable demands on our services and staff. Examples of such behaviours include:
Unreasonable demands
Unreasonable persistence
Verbal abuse, aggression, or violence
Excessive letters, calls, emails, or contact via social media
In these circumstances, Prima reserves the right to adjust how we handle complaints in accordance with our policies, including both informal and formal arrangements.
You can learn more about Prima's approach here and the Housing Ombudsman's guidance for landlords on this topic here.
You can read our complaints policy below, along with our annual complaints report which gives details of the number and type of complaints received and includes how we’ve made changes to improve following customer feedback.
The Housing Ombudsman Complaints Code sets out how we should handle complaints effectively and fairly. You can read our self-assessment of how we meet the standards it sets out below. Although the Housing Ombudsman will normally expect our complaints process to be followed before looking into a case, customers can contact them at any time using the contact details in this link - Housing Ombudsman.
Prima’s Executive Director of Insight and Group Service, Ailsa Dunn, has been appointed as the lead person responsible for complaint handling. The Chair of the Customer Voice Board, and Group Board member, Anita Leech, has been appointed the Member Responsible for Complaints. You can contact them using the complaint form above.
