Making a complaint 

Cernach Housing Association is committed to providing high-quality customer service, however sometimes we do not get it right. We value comments and complaints and use information from them to continually improve our services.  A complaint is any oral or written expression of dissatisfaction, whether justified or not, by one or more members of the public, about an organisation’s action or lack of action, or about the standard or service provided by or on behalf of the organisation.  All complaints will be considered in accordance with our two stage complaints process.

If you remain dissatisfied following Cernach’s final stage Complaints Handling (Stage 2 complaint) response to your complaint and believe we have failed to perform our factoring duties, failed to comply with the Code of Conduct for Property Factors or unreasonably delayed attempting to resolve your complaint, you have the right to seek resolution by contacting: 

The tribunal will consider if the property factor has breached the code of conduct or is not carrying out their duties.