We take pride in providing good customer service, however, we know that occasionally things can go wrong.  If you would like to make a complaint, please get in touch and tell us the following details:

  • what the problem is, giving details where possible, such as dates/names/locations
  • what you would like to see happen next
  • how best to contact you

We ask that you bring any problems to our attention within eight weeks of the issue occurring.   If you are not confident about communicating your complaint, you are entitled to have a friend, family member or other advocate act on your behalf. We will need your permission to share your information with this person.


You can contact our Customer Support team by emailing hello@saxonweald.com, sending a message through your MySaxonWeald account or by calling 01403 226000.  You can also send your complaint in writing to our head office, Saxon Weald House, 38-42 Worthing Road, Horsham, RH12 1DT.  We reserve the right not to consider a case if the complainant acts in an unreasonable, rude or aggressive manner, or where the complaint is frivolous, or has already been closed.


We try to deal with complaints quickly and fairly and will consider and respond to all complaints within three working days of receiving them.  In the unlikely event that you are not happy with our response, we will refer the issue to one of our senior managers.  They will investigate your complaint and respond within 10 working days of it being referred to them. This will be our final response to the issue. 


If you have been through our complaints procedure and are not satisfied, you have the right for your complaint to be considered by a ‘designated person’. This could be a local Councillor or your MP.  This person can either help resolve your complaint, reject your complaint or refer you to the Independent Housing Ombudsman.  You can also contact the Ombudsman direct, but must wait until eight weeks from the end of our complaints process. 


Housing Ombudsman Service 

Housing Ombudsman Service, 

PO Box 152

Liverpool

L33 7WQ


Telephone: 0300 111 3000


Email: info@housing-ombudsman.org.uk