Customer Feedback
Unitas actively encourages all customer feedback about its services. We want to know if our customers are not satisfied, we also welcome comments and compliments.
We are committed to dealing with complaints and comments quickly and effectively; and using complaints, comments and compliments to review and improve our services.
Make a Complaint
What is a Complaint?
A complaint is an expression of dissatisfaction however made, about the standard of service, actions or lack of action by Unitas, its own staff, those acting on its behalf, affecting an individual resident or group of residents.
If you find yourself dissatisfied with a service that we have provided, please contact us, using one of the options below:
You also have the right to approach a third-party advocate to raise a complaint on your behalf. You would need to give Unitas expressed permission to discuss the matter directly with this third party.
Finally, you can submit a complaint anonymously and whilst this will be fully investigated, you will receive no further communication from us regarding your complaint.
What happens after you submit a complaint?
We will acknowledge the complaint within 2 working days and will aim to respond to the customer within 10 working days.
The customer has the right to challenge the response to their complaint via our appeals process. For further information on how Unitas processes its complaints please see the compliments, comments & complaints policy and complaints process leaflet linked in this page..
We will never unreasonably refuse to escalate a complaint through all stages of the Complaints procedure. If we decline to escalate a complaint we will explain to you our clear and valid reasons for taking that course of action and also set out the customers’ right to take this decision to the Housing Ombudsman.
If you are unhappy with the response to your Stage 2 complaint, you can contact either The Designated Tenant Panel or the Housing Ombudsman to consider your complaint. You can find their contact details and more information below:
The Designated Tenant Panel
The Chair of the Complaints Panel C/o Tenant Involvement Team, Stoke-on-Trent City Council, Civic Centre, Glebe Street, Stoke-on-Trent, ST4 1HH
You can get more information on The Designated Tenant Panel by calling 01782 238515 or emailing them on tenants.board@stoke.gov.uk
Housing Ombudsman
Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ
You can get more information on The Housing Ombudsman Service by calling their advice line on 0300 111 3000 or visiting their website at www.housing-ombusman.org.uk
For more information, please see The Housing
Ombudsman leaflet linked in this page
Make a Compliment
It is important for us to recognise the things that we do well. Where a member of staff goes above and beyond or when we have delivered a service well, we would love to hear from you. We like to celebrate good news and use it to enhance the services we provide.
If you would like to make a compliment, please contact us, using one of the options below.
Make a Comment
As well as compliments and complaints we welcome comments from customers as a way to enhance the services we offer.
If you would like to make a comment, please contact us, using the options below:
