How to make a complaint or compliment
You can make a complaint or compliment about Your Homes
Newcastle by completing a complaints and compliments form
Our promise to you
We are committed to putting you first and providing a quality
customer service. This includes how we deal with any
complaint or compliment you may have.
- We will deal with your complaint or compliment quickly and
- We will tell you what is happening with your complaint and we
will do everything we can to help you
- We will do our best to treat the information you give us in
- We will explain our decision
- We will use complaints and compliments to review and improve
the way we provide services
- If you make a complaint it will not affect your right to
receive or use a YHN service in the future.
What is a complaint?
A complaint is when you tell us you are not happy. For
- We do not deliver a service on time
- We give you the wrong information
- You receive a poor quality of service
- You are not happy with a member of staff in some way
- You believe that the information we hold on you is
Our complaints process is for the services we operate and manage
Newcastle City Council has their own complaints process for the
services they provide. For example:
- Refuse collection
- Street parking
- Pest control
If you are experiencing anti-social behaviour, please contact
YHN’s Housing Anti-Social
Behaviour Enforcement Team.
If you write to us anonymously with a complaint we will be
unable to reply to you. We will however, send your complaint
to your local housing office for investigation.
What is a compliment?
A compliment is when you tell us you are happy. For
- We deliver a service on time
- We give you the correct information
- You receive a good or excellent quality of service
- You want to praise or highlight the service given to you by a
member of staff
When should you use the complaints procedure?
If something goes wrong with a service we are providing you
should contact us straight away and we will try and resolve your
If you are still unhappy, then you can make a formal complaint.
Please note we cannot deal with complaints relating to issues which
are month than six months old.
You can tell us in person, by phone, by letter or by using our
online Complaints and Compliments
Please contact us at:
Customer Service Team
Benton Park Road
Newcastle upon Tyne
Phone: 0191 278 8600
Please ask a member of staff if you need help to write your
complaint or to fill in the form. If you prefer, a friend or
relative can fill in the form for you.
If you prefer, you can ask a friend or relative to speak, or
write to us for you.
When you contact us, please make sure you:
- Give your name, address and phone number
- Tell the person you speak to what your complaint is
If your complaint is about a member of staff, you should inform
their manager, not other members of staff.
We aim to resolve your complaint using our process, however
there are some circumstances that should be handled outside the
complaints process, for example cases that can be handled through a
court of law or a case that may result in disciplinary proceedings
for a member of staff. In these cases we will tell you why we will
deal with your complaint differently and give you more
How will we deal with your complaints?
Our complaints process has been written following consultation
with customers and follows the principles as laid out in the
Localism Act 2011.
Step 1 – Formal Complaint
At this stage you should put your complaint in writing.
You can do this by:
- Using our online Complaints and
- emailing us at firstname.lastname@example.org
- We will contact you within three working days, or for
complaints received by email, within one working day to let you
know we have received your complaint.
- We will give you a reference number and the date you can expect
to receive a full written response to your complaint. If you
do not receive a reference number within three working days, please
contact us on 0191 278 8600.
- We will tell you the name of the manager who will investigate
your complaint as this will make it easier for you to contact the
person dealing with your complaint if you need to.
The manager will:
- Contact you to fully understand your complaint
- Investigate your complaint
- Take any necessary action
- Apologise for any inconvenience or stress caused
- Make sure you receive a full written response within 10 working
If your complaint needs more investigation and we cannot send
you a written response within 10 working days, we will write to you
and let you know when you will receive a written response.
Where your complaint is justified and you have suffered stress,
inconvenience or suffered a loss, you may be entitled to some
Please refer to our compensation and claims leaflet available
from housing offices, customer service centres or by phoning 0191
Step 2 – Escalated Complaint
If you have been through step one and are not happy with the
results of our investigations, you can make a complaint to
Newcastle City Council.
Write to Complaints at Newcastle Corporate Services, Newcastle
City Council, Civic Centre, Newcastle upon Tyne, NE1 8QH, email:
telephone on 0191 278 7878 and ask for 'complaints'.
Newcastle City Council will investigate your complaint
independently and will write to you within three working days to
let you know:
- they are reviewing your complaint
- approximately how long it will take to investigate
- when you will receive a written response
Escalating your complaint to an external organisation
The Local Government Ombudsman
Any complaints relating to the management of the Allocations and
Lettings Policy that YHN manage on behalf of Newcastle City Council
can be referred to the Local Government Ombudsman.
You can contact the Local Government Ombudsman at PO Box 4771,
Coventry, CV4 0EH,
online at www.lgo.org.uk or telephone:
0300 061 0614.
All other complaints about the services that YHN deliver should
follow the process below.
The Designated Person
If you have completed both steps of YHN’s complaints process you
can contact a designated person to request a review of your
complaint. A designated person is any local councillor or any MP.
Newcastle City Council’s website will tell you who your councillors
and MP’s are. Visit www.newcastle.gov.uk
The designated person can act on your behalf to review your
complaint with YHN. At the end of a review the designated person
can make recommendations to YHN, however they have no powers to
enforce their recommendations. The only legally defined power that
the designated person has is to refer a complaint to the
Independent Housing Ombudsman.
The Housing Ombudsman Service
The Ombudsman Service is an independent body which deals with
disputes between social landlords and their tenants. You can
contact the service directly without approaching a designate person
if you wait for a period of eight weeks after your complaint has
been closed at Step 2 of YHN’s procedure. Or you can ask a
designated person to refer you to the Ombudsman.
You can contact the Housing Ombudsman Service at 81 Aldwych,
London, WC2B 4HN
or email email@example.com or
telephone: 0300 111 3000.
If you have a specific complaint about your service charges you
can appeal to:
Leasehold Valuation Tribunal (LVT)
Residential Property Tribunal Service,
5 New York Street,
Phone: 0845 100 2614 or 0161 237 9491
Fax: 0161 237 3656
Complaints about Data Protection and Freedom of
If you have been through our internal complaints process you can
appeal to The Information Commissioner’s Office at Wycliffe House,
Water Lane, Wilmslow, Cheshire, SK9 5AF
or online: www.ico.gov.uk or
telephone: 0303 123 1113
How do I make a compliment?
You can make a compliment in person, by phone, by
letter, or by using our online
Complaints and Compliments
How we will deal with your compliments
When you make a compliment we will write to you within 10
working days to tell you how we will use this to improve our