We welcome all feedback from our customers and value any suggestions you may have about our services
If you have a comment or suggestion to make about the services we provide or if you have an idea on how we can improve our services, please tell us. We will look at your suggestion and see if we can use it. We will let you know what we have done with it once we have considered it.
We welcome compliments about the services we provide and our staff. If you would like to make a compliment, please tell us by emailing ResidentEngagement@innisfree.org.uk. We will acknowledge your compliment and ensure it reaches the staff involved.
We aim to give an excellent service to our customers at all times. However, we know that on occasions mistakes can happen or our services will not be of an acceptable standard. As a result you may wish to complain.
We embed the Housing Ombudsman’s Complaint Handling Code into the way that we work; you can find more about the Code, here:
We assess how we handle complaints using the Housing Ombudsman’s annual self-assessment. You can read our assessment for 2023/2024 here:
You can see our review of the complaints for 2024 and our plans for improving our performance here:
You can read our complaints policy here:
A complaint could be made when a customer feels;
Anyone who uses our services can complain, including the agreed representative of someone who is dissatisfied with the service.
If you have a problem or are unhappy you can start by talking to a member of staff. We may be able to resolve the issue for you quickly if you tell us why you are unhappy and what you want us to do to put things right. It is much easier to resolve a complaint if you let us know about it as soon as possible. You can help by:
See our short video about the Housing Ombudsman service here:
We are committed to embedding the Housing Ombudsman’s Guidelines for best practice into our policies and procedures. If you are not satisfied with how your complaint is being handled, or are dissatisfied with the outcome of your complaint, you can refer your complaint to the Housing Ombudsman Service at any time.
The Ombudsman can independently and impartially review a complaint and provide a decision that it considers fair in all the circumstances.
We will comply with any orders and recommendations the Ombudsman makes to resolve a complaint.
Their contact details are as follows:
Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
Tel: 0300 111 3000
Email: info@housing-ombudsman.org.uk
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