Complaints Process

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 Our properties are managed by Hyde Management Services who are your first point of contact for any questions or concerns. We work closely with them to ensure a high-quality service for all our residents. For support, please contact our managing agent directly:

0800 3 282 282

Hyde - customer website | The Hyde Group 

Alternatively, you can email, and we will raise your compliant directly with Hyde Management Services. 

Complaints Management Process

We are committed to resolving complaints quickly and fairly. Our complaints process has two stages:

Stage 1: Formal Complaint

If you are unhappy with a service, you can raise a formal complaint with our managing agent, Hyde Management Services.

What to Expect

Acknowledgment:

Our managing agent will acknowledge your complaint within 5 working days, summarizing the issue and your desired resolution.

Investigation:

A full investigation will be carried out, and you will receive a response within 10 working days. If more time is needed, our managing agent will explain why and agree on a new timeline (no longer than an extra 10 working days unless there are exceptional circumstances).

Response

The response will include our findings, a decision, and details of any actions to resolve the issue.

If you are not satisfied with the outcome, you can escalate to Stage 2.

Stage 2: Complaint Review

If you remain unhappy, you can request a review of your complaint by contacting our managing agent.

What to Expect:

Independent Review:

Our managing agent will arrange for a different staff member to review the Stage 1 investigation to ensure it was fair and thorough.

Timeline

A decision will be provided within 20 working days. If more time is required, our managing agent will inform you and agree on a new timeline (no more than an additional 20 working days).If the Stage 2 response does not resolve your complaint, you can contact the Housing Ombudsman Service for an independent review. They offer an independent and unbiased service to help resolve disputes. You can also contact the Housing Ombudsman Service at any time for advice in four easy ways:

1. Email info@housing-ombudsman.org.uk

2. Call them on 0300 111 3000

3. Write to them at Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

4. Follow this link: Contact us | Housing Ombudsman Service

We carry out an annual self-assessment against the Housing Ombudsman’s Complaint Handling Code and you can read our latest self-assessment here.

Our Annual Complaints Performance and Service Improvement Report containing full details of our complaint performance will be published in June 2025, as well as a response from our Board. 

The Board has appointed Gareth Lewis as the Member Responsible for Complaints (MRC). The MRC receives regular updates on the volume, categories and outcomes of complaints, alongside compliant handling performance.