Comments & Complaints

Our Comments & Complaints Process

If you ever need to complain

Everyone at Accent is responsible for providing an excellent customer experience. Having satisfied customers is one way of knowing we are a successful business. But, things can sometimes go wrong, and customers may complain. Complaints can be about:      

• Missed appointments by our staff or contractors.
• If we have not met our repairs service standards or done what we have promised.
• If we not delivered a paid for service charge, or provided the correct charging information.

We want to make it easy for you to tell us you’re not happy, so there are lots of ways you can complain:

• Using our online form.  
• By ringing us on 0345 678 0555.
• Through a member of Accent staff.

What’s Not a Complaint

We do not class service requests as complaints. For example, if the problem is a broken fence, it’s not a complaint. But, it is a complaint if we have promised to fix the fence and haven’t. We also do not class anti-social behaviour as a complaint. Anti-social behaviour comes under our anti-social behaviour policy although it does become a complaint if we don’t deal with it properly in line with our policy.  

Housing Ombudsman

In July 2020, the Housing Ombudsman Service published a new Complaints Handling Code. The code provides guidance for landlords to follow which supports the proper handling and prevention of complaints, alongside learning from complaints to improve the service. The ombudsman asked us to assess how we complied with the code, which we did, and we are happy to say we comply with it in most areas. However, there are some areas we need to improve on. Find out how we comply and where we need to improve here. 

See how we measure up against the Housing Ombudsman Complaint Handling Code in our self assessment for 2022 here. You can also view our self assessment for 2021 here.

Just so you know, the Housing Ombudsman will only consider complaints if they have been through our process. 

Address: Housing Ombudsman Service, P O Box 152, Liverpool, L33 7WQ.

Phone: 0300 111 3000

Calls to and from 0300 111 3000 and direct dial lines of the dispute resolution team are recorded for training and monitoring purposes.

Email: info@housing-ombudsman.org.uk

The ombudsman strongly encourages customers to use email or the online complaint form rather than sending post to the PO box address in Liverpool. The ombudsman team work remotely, so their ability to receive and send post is very limited. Please do not send original documents by post as the ombudsman will not be able to post them back to you. 

You can find information about other organisations which may be able to assist you here - https://www.housing-ombudsman.org.uk/residents/helpful-links/

Housing Ombudsman online complaint advice

Property Ombudsman (DOMUS Customers)

The Property Ombudsman will only consider complaints if they have been through our internal complaints process and a final response has been received, or if it’s been more than 8 weeks since you first made your complaint.

Milford House
43-55 Milford St
Salisbury
SP1 2BP
Telephone: 01722 333306

Email: admin@tpos.co.uk
Online complaint form

We really hope we always provide you with the level of service we promise to, and you never need to complain, but if you do, you can start the process by downloading copy of our complaints policy.