Important changes to our Complaints, Compliments and Suggestions Policy

Here at Karbon, our aim is to provide a great customer experience

But we’re only human. Sometimes things do go wrong

We're keen to constantly improve. Not only will we listen and act to resolve a problem, but we'll also strive to learn from this too.

We’ll do this by improving how we do things, to continually enhance the services we provide. In support of this, we have updated our Complaints, Compliments and Suggestions Policy and procedures.

The Complaint Handling code was launched by The Housing Ombudsman to help residents understand what to expect from their landlord when they make a complaint and how to progress their complaint. It also helps Karbon to swiftly resolve the complaints you raise and use what we learn from complaints to improve our services.

Earlier this year we shared that we had evaluated our complaints handling procedures against the code. We completed a self-assessment.

Our self-assessment showed that we were complying with lots of areas of the codes and in many cases, our complaints service was being delivered to a higher standard than required by the code. However, there were areas for us to improves and a small number of items within the code that we needed to work on.

We’re pleased to inform you that these changes are now in place and we are fully compliant.

What's changed?

You can see our refreshed Complaints, Compliments and Suggestions policy.

We’ve made a change to the response timescales for both Stage 1 and Stage 2 complaints.

Previously a written response would have been issued within 10 working days but we will now be responding within five working days unless there are mitigating reasons to extend this.

We also have new definitions, including for a complaint, which is:

“An expression of dissatisfaction, however, made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents”.

We’ve produced a complaints leaflet where you’ll find everything you need to know about our complaints process, what to expect from us along the way and what options you have should you need to seek further support.

Going forward, we’re committed to continuing to refine and improve our approach. This is in line with guidance and advice from the Housing Ombudsman.

Back to news