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Formal complaints

We strive to provide the best possible service to our customers, first time, every time. Sometimes things go wrong and customers don't get the service they expect or we fall short of the standards we've promised. When that happens, the way we manage, resolve and learn from complaints is key to helping us meet our objective of providing a great customer experience.

Our aim is to ensure that we take ownership of complaints at the first point of contact, that we do all we can to resolve the concern straight away with the customer so that it doesn't escalate to a formal complaint and that we learn from complaints as a way of improving the customer experience.

Who can complain?

Anyone who uses our services, including customers, former customers, applicants for housing, leaseholders, contractors, consultants, suppliers, applicants for employment and members of the public affected by our services.

We accept complaints made by advocates authorised to act on a customer's behalf. We will support customers with a physical or mental impairment or language difficulty to make a complaint.

Some of the reasons why you might want to complain are:

  • We have done something wrong

  • We have not done something we should have done

  • We have not treated you in a professional or civil manner

  • We have not achieved our standard for a particular service.

How to make a complaint

If you are not satisfied with us but have not previously talked to us then contact the person or department concerned regarding your complaint.

If you subsequently feel you have not received a satisfactory outcome to your initial complaint, contact us in one of the following ways:

Through our website:

Complete the complaints form online. If you need help to complete your form, please contact us.

By post:

Send your written complaint to:

Customer contact centre, Magna Housing, Everdene House, Railway Triangle Industrial Estate, Poundbury Road, Dorchester, Dorset DT1 2PJ

By telephone/text

Contact our customer contact centre and state that you would like to make a complaint.

Complaints will not be accepted under this policy if...

  • It is an initial request for a service, such as requesting a repair or reporting neighbour nuisance (unless during the course of the initial service request you are not satisfied with our response)

  • There is already an alternative, appropriate appeal procedure available, such as in the allocation of properties

  • Legal proceedings have been started

  • It has already been considered under our formal complaints policy (unless you felt the complaint hadn’t been dealt with properly).

  • It is six months or more since you became aware of the problem (except where complaints concern safeguarding or health and safety issues)

  • A previous, similar complaint made by yourself has already been considered

  • It is a persistent or vexatious complaint with no grounds or is being made to cause disruption and annoyance.


What to expect:

We will investigate your complaint

Once your complaint has been received, we will send you an acknowledgement with the details of who will be dealing with your complaint, within 5 working days.

You will normally receive a full response to your complaint within ten working days of your complaint being lodged with us unless a different timescale is agreed with you in line with the Housing Ombudsman Complaint Handling Code.

The person appointed by Magna to guide you through the process will check with you to ensure that any promised action has been delivered and to confirm whether or not your complaint can be closed.

If you feel your complaint was not addressed, please contact your appointed guide in writing or by telephone within 30 days of receiving your response and explain why you feel the complaint has not been resolved. Once notification is received, a decision will be made on whether your complaint needs to be looked at further.

If further investigation is required...

A further investigation will take place, usually by the relevant director, who will contact you to discuss your complaint

You will receive a full response to your complaint within twenty working days unless a different timescale is agreed with you in line with the Housing Ombudsman Complaint Handling Code.

If you feel your complaint is still not resolved, please contact your appointed guide in writing or by telephone within 30 days of receiving your response and explain why you feel the complaint has not been resolved.

Housing Ombudsman Service

If you still feel dissatisfied with our response to your complaint, you can contact the Housing Ombudsman Service at the address below:

Housing Ombudsman Service PO Box 152
Liverpool
L33 7WCE

Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk

Please note that the Housing Ombudsman Service will not investigate your complaint if:

  • You have not completed our complaints process

  • You are not a Magna customer

  • You do not receive a service from us (former tenants may complain if they had a legal relationship with Magna at the time the matter complained about arose).

The Housing Ombudsman Service will not normally investigate your complaint if it is more than 6 months since you completed our complaints procedure.

For full details, see the Housing Ombudsman Service scheme guidance at www.housing-ombudsman.org.uk. This includes the new complaint handling code issued in July 2020.

Monitoring complaints

In order for us to understand the areas of our services where customers are dissatisfied, learn from this and improve our services we will:

  • Contact every customer who makes a formal complaint to ask them how we dealt with it. This helps us improve the way we manage and resolve complaints.
  • Record all feedback and learn from our mistakes so that we don't make the same mistakes and we improve our services. We'll review every complaint to see whether there are things we can change immediately. When we carry out this review we will also try to identify if there are any underlying reasons for things going wrong.
  • Ensure the Board review formal complaint trends and their outcomes at least once a year.
  • Ensure the Board review all complaints regarding Magna that are considered by the Housing Ombudsman Service.
  • Inform customers and others how we use complaints to improve our services and publish information about complaints each year.