Our Complaints Process

At SIG Housing Trust we are firmly committed to the right of all residents and stakeholders to complain, compliment or provide feedback.

Below is a step by step guide to how to make a complaint to us:

 

  • Acknowledging your complaint.

    Your complaint will be acknowledged within three working days of being received, and you will be advised who will investigate it.

  • We will check the main points of your complaint.

    We will contact you by telephone or email if any clarification is required.

  • Once we have investigated your complaint, you will receive a full response (via your preferred method) with our findings.

    This will usually be within 15 working days after your complaint has been acknowledged.

  • If you're unhappy with our response, you can appeal. Please include why and your desired outcome.

    The appeal should be received within 15 days of sending you our original response.

  • A panel of at least two senior leadership team members will review your appeal within 10 days.

    Once the panel has reviewed your appeal, a response will be communicated within five working days.

  • The appeal panel will review the following aspects:

    The findings of the investigation into the original complaint The decision and the response Any action taken as a result of the findings If the complainant’s preferred solution has not been chosen, the reasons why not

Open Our Complaints pdf