Complaints Policy

Scope and objectives  

We’re committed to providing a fair deal for customers. Sometimes, things can go wrong, and it’s important that our customers are able to let us know so that we can put things right.   

This policy clearly sets out Thrive Homes' approach to handling complaints effectively in line with the Housing Ombudsman’s Complaint Handling Code and Thrive’s service offer as outlined in the Thrive Deal available at: thrivehomes.org.uk/thrivedeal  

The policy relates to any Thrive customers or their elected third parties who wish to raise a complaint. It also relates to any colleague of Thrive Homes or case handler investigating a complaint.  

The Housing Ombudsman requires customers to make landlords aware of any service failures within 12 months. After then, we won't be able to accept the complaint. When raising a complaint, we need to understand: 

• What the customer is unhappy about? 

• When the problem started? 

• The names of anyone they have spoken to at Thrive about the issue, and when 
• What the customer would like Thrive to do to resolve the problem.