Complaints and Compliments

We work hard to deliver outstanding service and provide safe and secure homes in our communities. If you think we have done something well or one of our colleagues is providing excellent service, then please let us know by emailing compliments@goldinghomes.org.uk

We welcome your feedback and complaints. They help us to understand what our customers are telling us and ultimately help us to improve our services. We want to do everything to put things right as quickly as possible and to do better next time.

What is a complaint?

We define a complaint as: “an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Golding Homes, our colleagues, or those acting on our behalf, affecting an individual customer or group of customers.”

How do I make a complaint?

You can make a complaint:

  • Online – using our online complaints form or through our portal MyGolding
  • Email – complaints@goldinghomes.org.uk
  • Telephone – 0300 777 2600 (free from most landlines and mobiles) 
  • Post – Golding Homes, County Gate One, Staceys Street, Maidstone ME14 1ST **Please note that our office is currently closed**

 If we receive a complaint via our official Golding Homes social media account or another publicly accessible forum, we may ask to make further contact to maintain confidentiality and privacy. 

Please make sure you tell us what went wrong, how you were affected, and how we can put things right.

Our complaints process explained

The first thing we will do when we receive a complaint is make sure we understand what has caused you to complain, what impact it has had and what you would like us to do to put things right. You will always have a dedicated person to deal with your complaint.

Stage zero complaint

We will always try to resolve matters swiftly. If we can satisfy your complaint within 3 working days of you raising the issue, we will, with your permission, class this as a Stage Zero complaint without registering it as a formal complaint. To enable us to continue improving our service, we will record the details of your Stage Zero complaint and share lessons learned with our colleagues. You can request at any stage, for your complaint to be dealt with as a Stage One formal complaint should you not be satisfied with the Stage Zero procedure or outcome.

Stage one complaint

All new formal complaints will be reviewed at the first stage of our complaint process. We will listen carefully, treat customers fairly and investigate what’s gone wrong and what needs to be done to put things right.

Once we have enough detail, we will provide you with confirmation that a complaint has been opened, including reference details for the complaint. We will acknowledge all complaint requests within five working days. Where a complaint requires further investigation, we will provide a response within eight working days. If a complaint relates to a service provided by one of our contractors, we may ask them to investigate so we can provide you with our full response.  

We will keep you updated and work with you to agree timescales should we need more time to respond to your complaint.  

Stage two complaint

If you are not satisfied with our response at Stage One or feel that we have not delivered, you can make a request to escalate your complaint to Stage Two of our complaints process, which needs to be made within 14 working days.

Only concerns that were part of the original stage one complaint will be considered at Stage Two. We will examine the actions and decisions taken at stage one in line with our Complaints Resolution Policy.pdf to make sure they are reasonable and fair and will respond within 21 days. We will keep you updated and work with you to agree timescales should we need more time to respond to your complaint. 

Stage two complaint response represents our final response to a complaint. We hope we will have resolved your complaint but if you’re still not satisfied you can ask the Housing Ombudsman Service to review our responses to you.

Closing a complaint

We’ll close a complaint when one of the following occurs:

  • We have carried out all agreed actions as promised
  • You have told us you are satisfied and are happy for the complaint to be closed, or, if we have not heard from you 14 days after our final response letter asking if we can close the complaint 
  • A legal hearing has taken place and a judge has made a relevant ruling
  • The matter has resulted in litigation and is now being dealt with by solicitors
  • The person complaining acts in an unreasonable or offensive manner and/or refuses to cooperate with our colleagues

Housing Ombudsman Service

Golding Homes is regulated by the Housing Ombudsman Service, an independent and free point of call that looks at customer complaints.  You may wish to contact them for advice and guidance about your complaint with us and can get in touch with them at any point during your complaint. 

The Housing Ombudsman can be contacted at: 

Post: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ

Telephone: 0300 111 3000

Email: info@housing-ombudsman.org.uk 

Online: www.housing-ombudsman.org.uk/residents/make-a-complaint/

Customers may also wish to contact their local Councillor or MP at any point throughout the complaint process. Responses to these enquiries will be provided directly to the relevant local Councillor or MP within eight working days.

Further information

Please be aware that our customer service team is here to help, if you need support to report your complaint or any other advice or guidance, please get in touch with us.

You can:

The easiest and simplest way to make a complaint is by completing our online form below. 

Complaints Form