Comments, Compliments and Complaints

We strive to provide services of a high standard at all times.

Comments and Compliments

It is always great when you leave us a positive feedback and let us know that we got it right. If you are happy about a service that we provide please let us know by filling out the form below. 

Complaints

We know that we don’t always get it right and if we have not met your expectations we also want to hear from you. 

If you are here today to send us a complaint please use the form below.  However we advise you to please scroll to the bottom of this page and read the information about the stages that we follow once a complaint reaches us. 

Please note: Service Standards

We prioritise all enquiries that we receive, and will respond to them within the following timeframes:

Urgent calls: within 1 working day

Non-urgent calls: within 3 working days

Urgent emails, texts or online forms: within 1 working day

Non-urgent emails, texts or online forms: within 5 working days

Contact Us

What is a complaint?

A complaint is when a customer expresses dissatisfaction with:

  • Actions taken by Tuntum (i.e. we have done something badly or incorrectly)
  • A lack of action by Tuntum (i.e. we have failed to do something we should have done)
  • The way staff/contractors have dealt with someone or provided a service (i.e. treated someone unfairly or discourteously)

A complaint is not:

  • A request for service (reporting a repair)
  • A request for information or explanation of a decision
  • A request for explanation of policy or practice
  • Matters for which there is an alternative route of appeal (i.e. someone objecting to an offer of housing being mad

Who can make a complaint?

Any tenant, leaseholder, resident or applicant for housing can make a compliant. If you need help in making a complaint, someone else can complain on your behalf, but we will need to be sure that they are representing your views.

What happens once you send us a complaint?

Stage Zero

When you let us know that you have had a problem with our service, we will always try to fix things straight away. If the person taking the complaint can resolve things for you straight away, we will then close the case. 

If you are still not satisfied and wish to make a formal complaint, a two-stage complaints process is followed. 

Stage 1 (Officer stage)

At Stage 1, we will:

  • Discuss your complaint to ensure we understand the details, then we will investigate it further.
  • You will hear from us within 10 working days with the outcome. 

Stage 2 (Head of Services Stage)

If you are not still satisfied this will then be escalated to the appropriate Head of Service. 

At Stage 2, we will:

  • Let you know the name and position of the person who will look into the problem for you and offer you the opportunity for a personal telephone conversation or meeting about your complaint. 
  • Contact you in writing within 10 working days with new the outcome. 

If the reason for escalation is not a failure in service or service standards, or we cannot meet the outcome you are asking for, we may decline your request for escalation. If this is the case, we will write to you to confirm this. 

You can download the full policy below and you can also check our Independent Complaints Panel (ICP) page.