My Unity Enterprise

If you are unhappy with a service you have received, we want to hear from you.

View Our Complaints Policy

You can:

  • Give feedback
  • Make a suggestion
  • Pay a compliment
  • Raise a complaint

We will listen and use feedback to improve our services.

Complaints Stages

We aim to resolve complaints as quickly as possible and in line with our Complaints Policy.

Stage 1 Complaints

  • We will acknowledge your complaint within 5 working days.
  • We will provide our Stage 1 response within 10 working days of acknowledging the complaint.

If we need additional time to complete our investigation, we will contact you to explain why and provide a revised timescale.

Stage 2 Complaints

If you remain dissatisfied with our Stage 1 response, you can request a Stage 2 review.

  • We will acknowledge your request within 5 working days.
  • We will provide our Stage 2 response within 20 working days of acknowledging your request.

If there is a valid reason for requiring more time, we will write to you explaining the reason for the delay and when you can expect a response.

Housing Ombudsman Service

The Housing Ombudsman is an independent organisation that helps resolve disputes between tenants and landlords.

You do not have to wait until you have completed our complaints process to seek advice from the Housing Ombudsman.

The Ombudsman can:

  • Provide guidance on your complaint.
  • Explain your rights.
  • Help you understand our complaints process.
  • Investigate complaints once our internal complaints procedure has been exhausted.

Contact the Housing Ombudsman

Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ

0300 111 3000

[email protected]

Housing Ombudsman Service

Complaint Handling Code

Unity Homes & Enterprise is committed to handling complaints fairly, consistently and in accordance with the Housing Ombudsman’s Complaint Handling Code.

We will:

  • Treat all complaints seriously.
  • Investigate complaints fairly and impartially.
  • Communicate clearly throughout the process.
  • Put things right where service failures are identified.
  • Learn from complaints and use feedback to improve our services.

Making a complaint will not affect your tenancy, your housing application, or your ability to access Unity services. We welcome complaints because they help us improve the services we provide to customers.