At West Herts Homes we are committed to openness and being a learning organisation that is committed to excellence. Good customer service is dynamic and informed by real experience.  

We are always keen to hear when our staff have delivered a really good service, when we have got something wrong and if the users of our services have suggestions for making things even better.   

On an annual basis, we will report to the Board on all compliments, complaints and suggestions for service improvements that we have received.


If our staff have delivered a level of service that has been consistently excellent and helpful to you, we would like to hear about this. Please let us know by writing to our head office or emailing us.


We recognise that we occasionally get things wrong. Where this happens, we will aim to put things right as quickly as we can. We have a Complaints Policy that users of our services can use to report a complaint.

You can also file a complaint about the general conduct of West Herts Homes to the Housing Ombudsman Service. The Housing Ombudsman Service is an independent service that looks at complaints about housing associations and housing management. Contact them to request a complaints form:

Housing Ombudsman Service

81 Aldwych

Tel: 0300 111 3000
Fax: 020 7831 1942


Complaints Policy

West Herts Homes views complaints as an important source for identifying any area of performance that does not meet our service standards, and as a means for improving how we deliver our services.

Our policy is:

  • To have a clear complaints procedure which makes it easy for users of our services, or any organisation we work with, to make a complaint
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
    To make sure everyone at West Herts Homes knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that complaints are, wherever possible, resolved informally and that relationships are repaired
  • To gather information which helps us to improve what we do
  • For our Board to retain a role in dealing with any appeals, and to receive a report, on an annual basis, on complaints received and how we have resolved the issues raised

Definition of a Complaint

A complaint is an expression of dissatisfaction about any aspect of West Herts Homes’ performance, particularly where we have failed in any way to meet our published standards of service, or that it is reported that we have not complied with legal or regulatory requirements or best practice.

Where Complaints Come From

Complaints may come from:

  • Users of our services
  • From someone acting on the behalf of a resident who has authority to act on their behalf, where there is written evidence that that person has authority to act on the resident’s behalf
  • From an organisation who we have business relationship with
  • From any person or organisation who has a relationship with West Herts Homes

This policy does not apply to members of staff, who have access to other routes to raise any dissatisfaction which are detailed in the Staff Handbook.

How Complaints Can Be Made

A complaint can be received verbally, by telephone, by email, or in writing, and must be received within 6 months of the incident occurring.

Any complainant whose first language is not English, uses Braille or sign language,or requires any other assistance in making a complaint they should contact our Head Office.


All complaints will be handled sensitively, with discretion, and with regard to relevant data protection requirements.


Overall responsibility for this policy and its implementation lies with the Board of West Herts Homes.


This policy was confirmed by the Board in November 2018.