What we do with your comments
If one of our team has gone above and beyond, please tell us and we'll make sure they are recognised. We'll then log your comments and ensure they are included in our annual complaints report.
If you just want to pass on some comments, but don't require us to do anything, we'll log your comments as feedback. All feedback will be logged and included in our annual complaints report.
If you're reporting an issue to us for the first time and need us to take action, we will log this as a service request.
Your case will then be assigned to the relevant team and a full response will be provided.
All service requests will be logged and included in our annual complaints report. If you are unhappy with the handling of a service request, you can ask for a formal complaint to be raised.
You'll be able to log a complaint if you:
- are unhappy with the standard of a service we provide
- are unhappy with any actions we have or haven't taken
All complaints will be recorded and included in our annual complaints report.
Frequently asked questions about making a complaint
If you feel we've got something wrong, we want the opportunity to put it right!
We encourage all customers to contact us with their feedback so we can ensure our decisions are influenced by your customer voice.
Unacceptable behaviour
We want to provide the very best customer experience. We understand that when things go wrong it can be frustrating, but we cannot tolerate any unacceptable behaviour towards our staff or contractors, regardless whether you feel it's justified. If we feel it's needed, we may have to restrict access to anyone demonstrating unacceptable behaviour, you can find out more about this here
There's a couple of different ways to make a complaint, you can;
- Complete our quick contact form by clicking here
- Call us on 0330 094 8878
- Email us at complaints@honeycombgroup.org.uk
- Send a letter to 308 London Road, Stoke-on-Trent, ST4 5AB
- Speak to a member of staff
- Pop into the office and chat to our Customer Services team
We need as much information as possible about your complaint.
When making a complaint we'll need you to provide your name, address, and contact details. If you'd like to provide comments anonymously, you can, but if we don't know who you are and can't ask you for more information, we may not be able to take action.
If you're dissatisfied with the service provided, or actions taken by any of our contractors please get in touch.
- We'll review your comments and someone will contact you within five working days.
- If we accept your complaint, we'll write to you detailing how we plan to investigate it.
- If we do not accept your complaint, we'll write to you explaining why, detailing how you can challenge our decision.
We have a two stage process for making sure we resolve your complaint.
Once we receive your comments, we'll have five working days to review and formally acknowledge your complaint.
Stage one - We'll reply to you within 10 working days. These complaints will be investigated at manager level. Where possible they will contact you to introduce themselves and discuss your complaint in more detail. If they need more time, they will contact you to let you know.
If you are unhappy with the outcome of a stage one complaint, you will have the opportunity to escalate it to a stage two complaint.
Stage two - We'll reply to you within 20 working days. These complaints will be investigated at heads of service level. Where possible they will contact you to introduce themselves and discuss your complaint in more detail. If they need more time, they will contact you to let you know.
If your complaint is housing related, we're a member of the Housing Ombudsman Service so you'll be able to access their support. If you're a resident who has used our complaints process but feel dissatisfied with our response, then you can contact the Housing Ombudsman Service here.
The Housing Ombudsman recommend completing their online form, but you can also get in touch using the details below.
Email: info@housing-ombudsman.org.uk
Phone: 0300 111 3000
Fax: 020 7831 1942
Write to: Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET
They can also give advice and support before you make a complaint or while your complaint is being actioned.
If your complaint isn't housing related, we'll advise you who to get in touch with.
Externally funded projects
Customers receiving a service funded externally by a public body, such as a local authority or health trust, may be able to take their complaint to that organisation if they are still dissatisfied once it has completed Honeycomb's complaints process. Staff will make sure customers are aware of this option where it applies.
Fundraising complaints
If we are unable to resolve a complaint made to us through our internal complaints process, we will clearly signpost you to the fundraising regulator, the independent regulator of charitable fundraising in England, Wales and Northern Ireland. (www.fundraisingregulator.org.uk)
Below you can find our complaints and other relevant policies you might find useful, when making a complaint.
Honeycomb Group is committed to transparency and accountability across our complaints process. Every year we publish a complaints annual report let customers know how we are doing.
Read our 2023-2024 report here
The Housing Ombudsman is an impartial service set up by law to look specifically at complaints about housing organisations. All housing associations are required to demonstrate they comply with the Housing Ombudsman's Code for Handling Complaints.
Read our 2024-25 assessment here
Read our governing body's response to our 2024-25 self assessment here
