We've recently updated our complaints process and we'd love to hear your thoughts!

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Complaints Process

We want our services to be good, but we recognise that sometimes things go wrong, and customers will want to let us know.

We aim to be open and honest with our customers, so we’ve outlined the service that you can expect from Thrive and what we expect in return from our customers in our offer and ask statements. You can access these at thrivehomes.org.uk/thrivedeal

When we deal with complaints, we want to be fair, put things right if we have done wrong and learn from mistakes. We take customer feedback seriously and use it to shape our services.

Tell us if things aren’t good enough

If you would like to tell us that you aren’t happy with the service that you have received, you need to let us know within six months of the service failure, otherwise we won’t accept the complaint.

When you make a complaint, please let us know:

  • What you are unhappy about?
  • When the problem started?
  • The names of anyone you have spoken to at Thrive about the issue, and when you spoke to them.
  • How you would like us to resolve the problem?

You can make a complaint using our online complaints form, by email to enquiries@thrivehomes.org.uk, call 0800 917 6000 or write to us here.

  • What does Thrive consider a complaint?

    We define complaints as ‘An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.’

  • What isn't a complaint and where should I go to get those matters resolved?
    What isn't a complaint?
    Who should I contact?
    The first time you ask for a service eg. reporting a repair or a request for information enquiries@thrivehomes.org.uk or report via the myThrive Hub
    Dissatisfaction with a policy or the Thrive Offer and Ask Statements.* The Offer and Ask and customer policies are publicly available. Contact: enquiries@thrivehomes.org.uk and a member of the Thrive team will offer an explanation or direct you to the relevant policy or Offer and Ask statement.
    Lettings decisions Your local authority
    Insurance claims enquiries@thrivehomes.org.uk
    Environmental Health Notices, Housing Health and Safety Rating Notices (HHSRS) enquiries@thrivehomes.org.uk
    Legal Action enquiries@thrivehomes.org.uk
    Reports of Anti – Social Behaviour enquiries@thrivehomes.org.uk
    General correspondence from councillors and MPs not generally related to a complaint enquiries@thrivehomes.org.uk or www.gov.uk/housing/tribunals
    External appeals processes eg. First Tier Tribunal or decisions made in a court of law enquiries@thrivehomes.org.uk
    Leaseholder consultation observations homeownership@thrivehomes.org.uk
    Appeals enquiries@thrivehomes.org.uk
    The issue giving rise to the complaint occurred over six months ago enquiries@thrivehomes.org.uk

    *Although not considered a complaint we capture dissatisfaction with a policy or the offer and ask and review feedback annually to determine if a change is needed.

  • What if we refuse your complaint?

    If we decide not to accept your complaint, we will notify you of our decision and provide a detailed explanation setting out the reasons why the matter is not suitable for our complaints process.

  • What is the process?

    If you choose to make a complaint you can do so in a variety of ways including:

    • On our website at: thrivehomes.org.uk/complaints 
    • Via myThrive hub (our online portal)
      Emailing: complaints@thrivehomes.org.uk
    • Call our Contact Centre 0800 917 6077
    • Write to: Thrive Homes, Westside, London Road, Hemel Hempstead, HP3 9TD
    • Speaking to a member of the Thrive team On Facebook or Twitter*

    *Complaints made on social media will be taken offline to ensure confidentiality and the complaints process will be followed.

    If you need any support or assistance in making a complaint then please let us know and we will do our best to help or if you prefer, provide you with the details of other organisations that can help.

    Our complaints process aims to be fair and is open to all and you can read more about our approach inclusivity in our Equality, Diversity & Inclusion Framework.

    If you’d like a hardcopy of this process, you can download this to print at home or ask us to send you a copy by calling 0800 917 6077.

  • Once you've submitted your complaint

    We operate a two stage complaints process. In the first instance, your complaint will be classed as a ‘Stage 1 Complaint’ and an appropriate member of the Thrive team will be assigned to work with you to try and resolve the issue(s). If your complaint is about safety within your building, this will be allocated to a Building Safety Lead. If you aren’t satisfied with the outcome at this stage, your complaint will be escalated to a more senior manager and considered a ‘Stage 2 Complaint’.

    We aim to be transparent and keep customers well informed. At each stage of the complaints process, you will be contacted within five working days to acknowledge your complaint, to confirm our understanding of your complaint and the outcome that you are seeking. We will also agree and clarify any next steps.

    You will receive the Stage 1 decision by 10 working days from the receipt of your complaint. If this is not possible, we will send you an explanation as to why and a date for when you can expect to receive a response. This should not exceed a further 10 days without good reason.

    We always hope that we will be able to put things right at the initial stage, but if you aren’t satisfied with the outcome you can escalate your complaint to Stage 2 which will be reviewed by a senior manager. You can request this once you have received our full reply to your Stage 1 complaint.

    You can expect to receive a response to your Stage 2 complaint within 20 working days of your request to escalate. If this is not possible, we will send you an explanation as to why and a date for when you can expect to receive a response. This should not exceed a further 10 days without good reason.

  • I’ve been through your complaints process and I’m still not happy. What options do I have now?

    If after going through our complaints process you don’t feel that things have been put right, you have the right to refer your complaint to the Housing Ombudsman. This should be through a designated person within 8 weeks of the final decision or directly by you after 8 weeks.


    A designated person is defined in the Localism Act 2011 as:

    • A Member of the House of Commons.
    • Member of the Local Housing Authority.

    *Designated tenant panel (please note that Thrive doesn’t currently operate a designated tenant panel to adjudicate on complaints).

  • I want to take my complaint to the Housing Ombudsman

    All complaints will be dealt with as outlined in the complaints process. Our colleagues will always treat you fairly and with respect, and we ask all customers to do the same.
    Very occasionally we find that complainants behave in an unreasonable manner. If we think that you are behaving in an unreasonable way, we will tell you. We might restrict access and contact with us or even take legal action for breaking the terms of your tenancy or lease. Some examples of what we consider unreasonable behaviour are:

    • Continuing to complain about the same issue again and again (more than three times) even when we consider that we have done all that we can to resolve the issue and the complaints process has been followed
    • Raising the same complaint without grounds,
    • just to cause annoyance and disruption
      Threats
    • Physical and verbal abuse
    • Insulting remarks and rudeness
  • Unreasonable behaviour

    All complaints will be dealt with as outlined in the complaints process.

    Very occasionally we find that complainants behave in an unreasonable manner. If we think that you are behaving in an unreasonable way, we will tell you. We might restrict access and contact with us or even take legal action for breaking the terms of your tenancy or lease.

    Some examples of what we consider unreasonable behaviour are:

    • Continuing to complain about the same issue again and again (more than three times) even when we consider that we have done all that we can to resolve the issue and the complaints process has been followed.
    • Raising the same complaint without grounds, just to cause annoyance and disruption.
    • Threats.
    • Physical and verbal abuse.
    • Insulting remarks and rudeness.