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Help & Advice

Resolving Complaints

Falcon Housing Association C.I.C aims to deliver a positive customer experience and we encourage feedback from tenants about our service so that we can learn and improve.

Sometimes things go wrong and people are dissatisfied, when this happens we aim to put things right at the first point of contact. If we cannot resolve the issue quickly, this expression of dissatisfaction can be escalated to a formal complaint. We take complaints seriously and work hard to resolve them quickly and fairly.

Our Resolving Complaints Policy Summary sets out how we deal with customer complaints and the process we follow.

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

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

Complaints Self-Assessment

Remedies Policy

Anti Social Behaviour Policy

Resolving Complaints Policy

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

Contact Us Today

EMAIL US: hello@falconha.org

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