Make a Complaint
Your opinion really matters and it is vital in helping us shape and improve the services we deliver to you. You can use this form to make a complaint.
Our complaints process is detailed below. We will acknowledge that we have received your complaint within 2 working days and aim to respond to all complaints within 10 working days.
Your Details
Other ways to make a complaint
You can also make a complaint:
- By telephone
- By email
- In person (by appointment only)
- In writing to:
North Star
St Marks Court
Thornaby
Stockton-on-Tees
TS17 6QN - Through another person, such as an advocate, social worker, solicitor, etc.
Our complaints documentation
Our Complaints Process
We have a simple, two-stage process for handling complaints. If you make a complaint, we’ll let you know who’s looking into it and when you’ll get a reply. First, a manager will try to fix the problem and send you a full response within 10 working days. If you’re still not happy, a senior manager will look again, and if it still isn’t sorted, you can ask the Housing Ombudsman for help.
Our Complaints Performance
We publish an Annual Complaints Report. This is a summary of the customer complaints from the past year, our performance in resolving them, and what we're doing to improve. We also publish a self assessment against the Housing Ombudsman's Complaint Handling Code.
