Tenant Satisfaction Survey’s
2026
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2026
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Our Complaints Procedure
A Complaint is ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.’
If you have already been in touch with Clarence House and things haven’t been put right, you’ve not received the service you need and you remain unhappy, you can raise a formal complaint.
We understand that sometimes we may not get it quite right and if that happens, we will investigate what happened, listen, learn and take prompt action to put matters right.
The record of complaints is available on our website.
Residents are able to nominate a representative to deal with the complaint on their behalf, they may be represented or accompanied at any meeting with LDHS.
Delivering a great experience to our customers is top of our agenda.
Complaints Annual Report
In the period Jan 2025 – April 2026 we had not received any complaints.
We have improved our service to residents by monitoring the time taken to rectify service requests.
- 70% of service requests are satisfied within 8 days
- Larger maintenance projects are completed within 3 months
- Service issues that may have Health & Safety implications are addressed within 3 days
How to Report a Complaint
We provide a simple, fair and consistent approach to all complaints and we use the learnings to drive service improvements across our business. We appreciate your feedback and we’re committed to turning things around for you.
A resident does not have to use the word ‘complaint’ for it to be treated as such. Whenever a resident expresses dissatisfaction landlords must give them the choice to make complaint. A complaint that is submitted via a third party or representative must be handled in line with the landlord’s complaints policy.
Landlords must recognise the difference between a service request and a complaint. This must be set out in their complaints policy. A service request is a request from a resident to the landlord requiring action to be taken to put something right. Service requests are not complaints, but must be recorded, monitored and reviewed regularly.
You can log your complaint by filling out the form below titled ‘Make a complaint’.
Please provide as much information as possible regarding your complaint and we’ll get back to you as quickly as possible.
Alternatively, we have several ways you can get in touch about your complaint.
- Call our House Manager / CEO on 01934 626134
- Write to House Manager / CEO Clarence House, 17 Clarence Road North, Weston-Super-Mare BS23 4AS
- In-person at our reception
- Email to: ceo@clarencehouse.org
or coral.clark@clarencehouse.org - Download the **Word version of our Complaint form** and return it to us via post or email
FAQs →
You can find some answers to some Frequently Asked Questions below:
1. Can I have a copy of your Complaints Policy & Procedure?
Yes of course, you can download a copy from the link below:
2. What will happen when I make a complaint?
Your complaint will be acknowledged within a maximum of 5 full working days by our House Manager / CEO. The process and expected timescales will be clearly explained.
Whilst you are waiting for your complaint to be investigated, we will keep in regular contact and will provide updates on the progress.
Stage 1 – We will investigate your concerns by working with the relevant areas of the business. We will contact you to explain the outcome and what will happen next.
Stage 2 – Whilst we resolve most of our complaints at Stage 1, you have the right to ask for a further review if you are not satisfied with the outcome. At this stage, your complaint will be reviewed by a senior colleague.
3. How long does it take to review and resolve complaints?
Stage 1 – We aim to resolve your complaint within 10 working days from the point the complaint has been formally acknowledged.
Stage 2 – We aim to resolve your complaint within 20 working days from the point the complaint has been formally acknowledged.
If we need more time to investigate, we will contact you to let you know and explain the reasons why.
4. What if I’m not happy with how Clarence House handles my complaint?
If you’re not happy with the resolution of your complaint, let us know. We want to work with you to find a resolution.
If you’re still unhappy, you can refer your concerns to the Housing Ombudsman who help to resolve disputes involving tenants and leaseholders of social housing providers.
Their service is free, independent, and impartial.
For more information, please visit the Housing Ombudsman website.
5. What if I already have an open complaint?
If you already have an active complaint, please do not complete the complaint form. Instead, please email ceo@clarencehouse.org or coral.clark@clarencehouse.org on or ring 01934 626134 to speak with someone about your additional concerns.
Make a complaint
If you would like a paper verion of this complaint form please download it here.
Social Housing Issue? Know Your rights, know how to complain.
Everyone deserves a home that is safe, secure, and well maintained. If you live in social housing, your landlord is responsible to fixing issues, including damp and mould, leaks, broken locks or changes you need to your home if you’re disabled.
They can also help with anti-social behaviour, like noisy neighbours. Know the steps to get an issue fixed.
Step 1. Report it to your landlord. Then, if it is not fixed…
Step 2. Complain through your landlord’s complaint process, and if you’re not happy with the final response from your landlord…
Step 3. Escalate your complaint to the Housing Ombudsman.
Click for advice for contacting the Housing Ombudsman
The Housing Ombudsman is impartial, will investigate fairly and can order your landlord to take action. Once the Housing Ombudsman has ruled against a landlord, they must show they are taking action within 6-8 weeks.
Know your rights, visit gov.uk/social-housing
