Tell us you are dissatisfied

Our aim is to get things right first time. However, there will be times when we disappoint and, if you want to complain, we have a formal procedure which we must follow. The intention of the procedure is to make sure that your complaint gets heard, is acted upon and that we learn from it.

In order to handle your situation most effectively, we need to find out, by our company policy, if your dissatisfaction is a complaint or not. To be classed as a complaint, your dissatisfaction will be because of:

  • The standard of service received from Hastoe or
  • Hastoe’s response to a request for a service or
  • Hastoe’s action or lack of action.

If your problem falls into one of these categories, please click here to see our complaints procedure.

You should contact our customer services hub on 0300 123 2250, if your dissatisfaction relates to the following:

  • A first request for a service (such as a repair). It will only become a complaint if the service requested has not been performed or has been inadequately performed.
  • Neighbour disputes or anti-social behaviour, unless the complaint refers to our failure to deal with the disagreement appropriately
  • Issues regarding hate crime or domestic violence
  • A dispute against the amount of rent or service charge being charged
  • A claim being dealt with by our insurers
  • Issues where a resident has commenced legal action against us
  • Appeals against policy decisions.

You can also make a formal complaint, service request or raise an issue via our new customer portal here

Please note: If you have sent a tweet to our Chief Executive, they will not be able to respond directly, so please direct any enquiries, complaints or comments to the Customer Services Hub as detailed above.

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