Nehemiah Housing - Our Complaints Process

Our Complaints Process

Complaints

If you are unhappy about something in your home or something that we have/have not done, then you should make a complaint – talking to us is the best way to sort out a problem and help make sure the same mistake does not happen again.

If you are not happy about something, let us know. You can download our complaints handling process here

You can let us know about your complaint in many ways, including:

Phone – call us on 0121 358 0966
Email – on complaints@nehemiah.co.uk
Face to face
Using an advocate or representative
Complete the form below – If you complete the contact form below we will come back to you within 5 working days or less. If you do not hear from us please call 0121 358 0966.

Nehemiah Housing Association has signed up to the Housing Ombudsman Complaint Handling Code which means we follow a standard approach to how we deal with complaints. Every year, we must publish how we meet the Code against a self-assessment. A copy of our self-assessment can be found at the bottom of this page.

Our Complaints Policy can be found here

Nehemiah Responsible Members for Complaints
Complaint Officer

We have a lead Complaint Officer (Kevin Fearon – Director of Operations) who will take
responsibility for complaint handling, including liaising with the Ombudsman and
ensuring complaints are reported to our governing body.
Member Responsible for Complaints
We also have appointed an MRC (Member Responsible for Complaints), that is
part of our governing body on our Board, (Juliana Crowe – Operations Committee Chair). This
person has lead responsibility for complaints and their role is also to support a
positive complaint handling culture within our organisation.

Once you have gone through the complaints process should you remain dissatisfied you can contact the Housing Ombudsman. We will share their details with you in all our responses. They act independently and will review your complaint and how we have responded.They will then decide what action is needed, if any

Should you wish to find out more about the Housing Ombudsman or contact them directly, their details can be found at Residents | Social housing | Housing Ombudsman Service (housing-ombudsman.org.uk)