Complaints Policy

Complaint Received

Any complaint we are unable to resolve by close of business the following day.

(Monday – Friday)

Next step

Within 5 days

We will send you written acknowledgement of your complaint within 5 business days.

Your complaint will be recorded.

If after investigation the complaint should rightfully be referred to another firm, we will forward this immediately and advise you of the details and contact numbers of the firm concerned. This will constitute a final response letter from ourselves.

Within 4 weeks resolved

We aim to finalise the investigation and provide you with a suitable resolution in writing to your complaint within 4 weeks.

If you are unhappy with our response you may be able to refer your complaint to the Housing Ombudsman Services.**

Or 4 weeks unresolved

We aim to finalise your complaint. Where this is not possible, we will write to you and tell you why and how we propose to proceed.

Within 8 weeks

We will send you a final response letter

OR

If we are unable to resolve your complaint, you will receive a letter telling you why and if we intend to make further investigations. You may have the right to refer your complaint to the Housing Ombudsman Services

* Complaints made on a Friday, Saturday or Sunday will be resolved/dealt with, the next business day, Monday.

** If you wish to refer your complaint to the Housing Ombudsman Service you must do so within 6 months of our final response letter. You will receive a leaflet for further information. You may contact the Housing ombudsman service by post Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET, Phone: 0300 111 3000, or link https://www.housing-ombudsman.org.uk/online-complaint-form/ or email info@housing-ombudsman.org.uk


Complaints can be made to any staff member of Sterling Housing Association. This can be done in a number of ways which include:

• Letter – Sterling Complaints Department, Tayfield House, 38 Poole Road, BH4 9DW

• Email – enquiries@sterlinghousing.co.uk

• Face to Face  

Acceptable exclusions for complaints include: 

  • The issue giving rise to the complaint occurred over twelve months ago.  

  • Legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court. 

  • Matters that have previously been considered under the complaints policy.