How to make a complaint, comment or a compliment
Hexagon welcomes feedback on our services from residents and housing applicants. We believe our staff and contractors do a good job, but realise there will be times when things go wrong. Whether you have a complaint or just wish to make a comment about our service, we want to hear from you. We also would like to hear from you if you want to pay a compliment!
We analyse all your feedback and use it to inform how we deliver our services. We will try to sort out your complaint as quickly as possible and if it requires an investigation, we will acknowledge your complaint and aim to send a full response within 15 working days.
It is easy to give us your feedback, including making a complaint. You can:
- Phone Customer Services on 020 8778 6699 or freephone 0800 393 338, and they will log it and ensure it gets to the right person straight away.
- Email firstname.lastname@example.org.
- Complete the online form (after logging in to your tenant account).
- Write us a letter.
- Complete a paper complaints form.
- Come to our office and speak to Customer Services.
You can ask a friend or relative to complain on your behalf, although we will need to be clear that they are acting for you with your permission.
However you tell us about your complaint, we will try to sort it out at the first attempt. Our procedure has a number of stages but we aim to resolve 85% of complaints at the initial stage. If you are not satisfied with our resolution the first time, you can take it to the next stage. All complaints are logged on our IT system so we can see who is dealing with it and the progress of your complaint.
You can see the full Complaints Procedure Complaints Procedure July 2016, which also includes the Complaints Form if you have not logged in.
It is easier to make a complaint if you are already logged in as all your details will already be available.
If, as part of your complaint, you wish to apply for compensation, you can see more about this here.
In line with our commitment to continually improve the services we provide, we would also like to receive feedback from residents who have recently moved into one of our new developments. If you have moved into a newly built home and have had reason to contact us about repairs (defects) to your home, we would like to hear from you. You can give us feedback on how we dealt with the repairs by completing an online survey. The survey should take no more than 2 minutes to complete and you can simply click here to begin.