Complaints Procedure

At Anchor we aim to provide a high standard of service to everyone and we care about getting it right. We need to know if you are not satisfied so that we can make improvements.

If you have a scheme manager, we would encourage you to talk to them initially to explain why you are dissatisfied and to seek to rectify the problem. Often this will be all that is necessary. However, should you need to take things further and make a formal complaint you should advise the scheme manager, complete the form entitled "When things go wrong . . .” or contact the complaints team based in Bradford.

To obtain a copy in PDF format please click here.

To contact the complaints team :

Write to: Milestone Place, 100 Bolton Road, Bradford. BD1 4DH.

Tel: 0845 6025516 (Lo Call)

STAGE 1

We will acknowledge your complaint within one week and advise who is responsible for liaising with you and conducting the investigation.

The Business Performance Manager normally investigates Stage 1.

Every effort will be made to investigate and resolve your complaint within four weeks.

STAGE 2

If you are not satisfied with the response you receive you should contact the Complaints Team (either in writing or by phone) to request your complaint is progressed to Stage 2.

We will acknowledge your complaint within one week and advise who is responsible for liasing with you and conducting the investigation.

A senior member of the Housing Services management team normally investigates stage 2.

He/she will contact you to discuss your complaint and how you would like to see it resolved.

Every effort will be made to investigate and resolve your complaint within four weeks.

STAGE 3

If it has not been possible to resolve matters to your satisfaction at Stage 2, you can ask for your complaint to be considered by the Chief Operating Officer of Housing Services.

He/she will contact you within one week to discuss the complaint and your comments on the resolution proposed at Stage 2. He/she will review the decision made at Stage 2 and either:

Uphold the decision in whole, or
Amend in whole/part

Every effort will be made to complete this review within 6 weeks

If the problem is resolved then no further action will be required. If not, it will be considered at the next stage. If you still feel that your complaint has not been resolved after reaching stage 3, you can ask for the housing ombudsman service to consider your complaint.