Our complaints process

• Failure to provide a service

• Our standard of service

• Treatment by or the attitude of a member of staff

• Our failure to follow Persona Homes' policies and procedures

Your complaint can be about more than one issue at once; you can also complain about someone working on our behalf (such as a building contractor), they don’t have to be a Persona team member.

Our colleagues are trained to handle concerns or feedback about our services and can resolve some issues over the phone.

Anyone can make a complaint to us, including a representative of someone who is not happy with our service. You can also seek advice from your local Citizens Advice or Housing Advice Centre throughout your complaint.

Stage one

• We will acknowledge your complaint within five working days

• We will then respond to your complaint within 10 working days following acknowledgement

• We will send you a response letter providing you with the outcome of your complaint and including any monitoring actions agreed upon

• Under exceptional circumstances and considering the complexity of the complaint, an extension of up to 10 working days may be applied with your agreement

• If you are unhappy with the response provided, you can ask for your complaint to be escalated to the next stage for review

Stage two

• A senior colleague will review your complaint, acknowledging it within 5 working days

• A senior colleague will review the stage one outcome and any new information provided, while continuing to progress any remaining items from your stage one complaint

• Within 20 working days following acknowledgement, we will send you a response letter. This will also set out any monitoring actions agreed upon

• Under exceptional circumstances and considering the complexity of the complaint, an extension of up to 20 working days may be applied with your agreement

Unfortunately, you can’t take your complaint to stage two if:

• Your reasons are unrelated to the original complaint. If you have an unrelated issue about something that has gone wrong, let us know by making a new complaint. That way, we can properly investigate it

• The complaint should not be looked at further because it would compromise legal proceedings to do so

• It has become clear that this complaint has previously fully exhausted the complaints process

Stage one

• We will acknowledge your complaint within five working days

• We will then respond to your complaint within 10 working days following acknowledgement, setting out a clear pathway to resolution. Under exceptional circumstances and considering the complexity of the complaint, an extension of up to 10 working days may be applied with your agreement

• If actions are outstanding until your complaint can be fully resolved, we will continue to maintain regular contact

• You can request that your complaint be escalated to stage two at any time following the issuing of the response letter

Stage two

• A senior colleague will review your complaint, acknowledging it within five working days

• A senior colleague will review the stage one outcome and any new information provided, while continuing to progress any remaining items from your stage one complaint

• We will then respond to your complaint within 20 working days following acknowledgement, setting out a clear pathway to resolution. Under exceptional circumstances and considering the complexity of the complaint, an extension of up to 20 working days may be applied with your agreement.

• If actions are outstanding until your complaint can be fully resolved, we will continue to maintain regular contact

Unfortunately, you can’t take your complaint to stage two if:

• Your reasons are unrelated to the original complaint. If you have an unrelated issue about something that has gone wrong, let us know by making a new complaint. That way, we can properly investigate it for you

• The complaint should not be looked at further because it would compromise legal proceedings to do so

Stage one

• You will be contacted within five calendar days of receiving your complaint, with a letter of acknowledgement sent to you summarising the agreed cause for complaint

• We will issue a pathway to resolution letter within 10 calendar days

• We will send a full assessment response within 30 calendar days. If unresolved, we’ll explain any delays and provide an anticipated resolution date

• If unresolved after 56 calendar days, we send an eight-week response letter detailing the delay, next steps, and anticipated resolution date. We will update you at least every 28 days until resolved

• Once resolved, we’ll send a closure response confirming the actions taken

What if I remain unsatisfied?

If, after 56 calendar days of your complaint being opened, you don’t feel we have addressed your complaint adequately, you can refer your complaint to The New Homes Ombudsman Service.