At The 700 Club, we are committed to providing high-quality housing and support services. We value feedback and take all complaints seriously, using them as an opportunity to improve our services and ensure we meet the needs of our tenants.

What is a complaint?

A complaint is an expression of dissatisfaction about a service we have not delivered, or failed to provide, which requires a response from The 700 Club. You may wish to make a complaint if you feel that:

• We have not provided a service to the standard you reasonably expected.
• We have failed to do something we said we would do.
• We have taken too long to respond or resolve an issue.
• A member of staff or someone acting on our behalf has behaved inappropriately.
• You have been negatively affected by a decision, action, or lack of action by The 700 Club.

Reporting Repairs

If you are reporting a repair for the first time, this will usually be treated as a request for service rather than a complaint. We are committed to providing safe and well-maintained homes for all tenants. If you need to report a repair or housing issue, please click HERE or contact us directly on 01325 366397.

If you have already reported a repair and are unhappy with how it was handled, the time taken to resolve it, or the service you have received, you can make a formal complaint.

Our Commitment to You

We welcome complaints because they help us improve. We will always handle complaints fairly, respectfully, and without prejudice. We are committed to:

• Being open, transparent, and accountable.
• Listening to concerns and responding promptly.
• Putting things right when mistakes occur.
• Learning from complaints to improve our services.
• Treating all tenants fairly and with respect.

Complaints Handling Code

The Housing Ombudsman’s Complaint Handling Code, introduced on 1^st April 2024, sets clear standards for how landlords should manage complaints. The 700 Club is committed to complying with these requirements and ensuring our complaints process reflects best practice. A copy of the Complaint Handling Code can be accessed HERE.

Complaints Policy and Form

Our Landlord Services Complaints Policy can be accessed  HERE. A hard copy is also included within your tenant welcome pack. If you would like to submit a complaint in writing, our Landlord Services Complaints/Feedback Form can be accessed HERE.

Making a Complaint

You do not need to submit your complaint in writing. Complaints can be made in person, by telephone, by email, or through any member of staff. If you wish to make a complaint verbally, a staff member will assist you and ensure it is processed in exactly the same way as a written complaint.

Accessibility

We are committed to making our services to everyone. All complaints information, policies, and forms can be provided in alternative or accessible formats upon request.

Complaints Performance and Service Improvement Reports:

Landlord Complaint Self-Assessment 2025 (click HERE to download)

Annual Complaint Handling Service Improvement Statement 2025-26 (click HERE to download)

Board Response to the Complaint Handling and Service Improvement Report 2025-26 (click HERE to download)