Making a compliment or complaint
How to do it and our process
We value any comments and compliments on our service as these also help us to understand what you like, as well as what could be improved.
We try to always give excellent service, but we know that sometimes things go wrong. It’s important that we know if you are not happy with a service or if you believe that you have been treated unfairly.
We have a complaints procedure so that you can tell us when we have not delivered services as we have promised to do. Our team members are trained to listen and resolve any concerns or queries you may have.
You can see our full complaints procedure via the customer portal or on our website. If you would like a printed copy, any member of Squared team will be able to send it to you.
What happens when you make a complaint?
Stage 1:
Our experience shows that the best people to put matters right are the team members who are your first point of contact for day-to-day services. If they are not able to resolve your complaint, you may ask for it to be dealt with at Stage 2.
Stage 2:
If you are not satisfied with the outcome of Stage 1, you can ask for the complaint to be referred to the Strategic Team.
If you are not satisfied with the response at Stage 2, we will tell you how to refer your complaint to the Housing Ombudsman. The decision of the Ombudsman is final.
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