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. 

Once we’ve received your complaint we aim to reply within 5 working days. If you’re not happy with our reply, you can ask us to look at it again. This means we will carry out a detailed investigation into your complaint and have 20 working days to do so. For more information have a look at our Complaints handling booklet or our full Complaints policy. These are also available in paper copy from our office.

If you are still dissatisfied with our response or the way we handled your complaint or believe we have failed to perform our factoring duties, 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.