Raising a Formal Complaint

We always aim to get things right first time, but sometimes things can go wrong. In some circumstances you may want to raise a complaint. 

To raise a complaint, contact your managing agent, Pinnacle:

When raising a complaint, our promise to you is that we will:

  • Listen to your complaint and make sure that we understand your concerns.
  • Try to put things right straight away.
  • Respond to your complaint in a positive, open and timely way.
  • Keep you informed on the progress of your complaint.
  • Treat you with respect and courtesy.
  • Explain what we are going to do to put things right and will confirm this with you in writing.

How long will it take to deal with a complaint?

When we receive your complaint, we will aim to resolve it immediately. If we’re not able to resolve it straight away, the complaint will be handed over to your managing agents complaints team. They will acknowledge the complaint within 5 working days of receiving it.

There are two stages to the complaints process, stage one and stage two. If you are unhappy with the response at stage one, you can ask for the complaint to be escalated to stage two and Perran Housing, your landlord, will be asked to look at your complaint.

At stage one, we aim to respond to your complaint within ten working days.

At stage two, we aim to respond to your complaint within twenty working days.

More information about how we deal with complaints

For more information on how we deal with the complaints we receive, you can read our Complaints Policy.

If you require any further information, please contact our Perran on 01872 706010.

Housing Ombudsman

You have the right to access the Housing Ombudsman Service throughout the duration of your complaint. They will offer you support and guidance throughout the complaint process and will ensure we remain compliant with Complaint Handling Code.

The contact details for the Housing Ombudsman Service are:

Online complaint form
Phone: 0300 111 3000
Email: [email protected]
Postal address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

Complaint Handling Code

The new Complaint Handling Code became statutory on 1 April 2024, meaning that landlords are obliged by law to follow its requirements. The code aims to ensure fair and effective complaint handling, promote a positive complaints culture and to embed complaint learning.  The Housing Ombudsman provides more information on their website about the Complaint Handling Code.

The Housing Ombudsman requires all landlords to complete a self-assessment against the Code. You can read our self-assessment.

As part of our annual self-assessment for the Complaint Handling Code please find our Annual Complaints Performance and Service Improvement Report.

Our Member Responsible for Complaints has provided a response to our Annual Complaints Report and our annual self-assessment.