Help & Advice

Report A Complaint

We recognise that sometimes you may feel our service has fallen short of expectation and we will work with you to put things right and we’ll always try to use your feedback to improve services where we can.

What is a complaint? We adopt the Housing Ombudsman’s definition of a complaint-

‘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.’

It is not a request for service, a service request is a request from a tenant to their landlord requiring action to be taken to put something right.

If you are dissatisfied with our service, please let us know as soon as possible and we will aim to put this right at first point of contact informally, if we are unable to do this or you feel you wish to make a formal complaint, we will raise a Stage 1 complaint to investigate. For full details of the complaint process please see our complaints policy.

To raise a complaint, you can fill in the form or:
Email – hello@falconha.org

The Housing ombudsman’s Complaint Handling Code (housing-ombudsman.org.uk)

The Housing Ombudsman Scheme (housing-ombudsman.org.uk)

Annual Complaint Performance & Service Improvement Report

Complaints Self-Assessment

Remedies Policy

Anti Social Behaviour Policy

Domestic Abuse Policy

Resolving Complaints Policy

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How to give feedback (express dissatisfaction, comment, compliment or complain)

Tenants or their representative can feedback to us by contacting our Operations Team by:

• Email: hello@falconha.org
• In person: with a member of staff
• By letter to: Office 3.30, 3rd Floor, Lighthouse View, Spectrum Business Park, Seaham, Co Durham, England, SR7 7PR

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