Tenants

Lettings & Other Key Information

Building

Complaints procedure

At Hilda, we value your feedback and are committed to resolving any issues promptly and fairly. We understand that sometimes things may not meet your expectations, and we want to ensure that you have a clear and straightforward way to express your concerns.

How to Make a Complaint

If you are not satisfied with our service or have a concern about your tenancy, please follow these steps:

1. Initial Contact:

Please contact us via phone, email, or through our online portal. Our contact details are:

2. Written Complaint:

If you prefer, you can submit your complaint in writing. Please include:

  • A clear description of the issue
  • Your address and contact details
  • Any supporting evidence or documentation

3. Complaint Handling:

  • We will acknowledge receipt of your complaint within five working days.
  • Our dedicated complaints team will investigate your issue promptly and fairly.
  • We aim to resolve complaints as quickly as possible, but if necessary, we will provide a detailed response within ten working days for the first stage of our complaints process.

  • Escalation Process

    If you are not satisfied with our initial response, you can ask us to review your complaint again. This is the second stage of our complaints process, and we will respond within twenty working days.

  • External Resolution

    If you remain dissatisfied after our internal process, you may wish to contact your local council or seek advice from a relevant authority. For serious issues related to health and safety, harassment, or illegal eviction, you can contact your local council’s environmental health or housing team.

  • Contacting the Ombudsman

    If your complaint involves a broader issue with our service or handling of your complaint, you may also consider contacting Property Redress Scheme for private rented sector issues related to council services. However, for private landlords, you would typically contact your local council or seek advice from organizations like Shelter or Citizens Advice.

  • Keeping Records

    We keep a record of all correspondence related to your complaint, including emails, letters, and any reference numbers provided.

  • Confidentiality and Protection

    We take all complaints seriously and ensure that you are protected from any negative consequences for raising a legitimate concern. Your right to complain is respected and safeguarded.