Complaints process

At Spitfire Homes we continually aim to deliver a quality service in all areas. In the instance that we fall short of this, you may with to make a complaint. Should you do so, your complaint will be dealt with in line with the following process.

Alternatively, if you do not wish to raise a formal complaint in line with the below process, you may also submit feedback via our online form, highlighting any issues and giving us the opportunity to listen and react to your feedback as appropriate.

Step one: Written acknowledgement

Within five working days of receiving your complaint, we will provide an acknowledgement of receipt.

Step two: Path to resolution letter

Within 10 days of your complaint, we will respond in writing with a ‘path to resolution’ outlining how we intend to investigate the complaint.

If we are able to resolve your complaint at this stage or your complaint is not accepted, we will issue a final written response.

Step three: Complaint assessment and response letter

If your complaint is escalated to the next stage, no later than 30 days after receiving your complaint, we will send you a complaint assessment and response letter. This letter will detail the actions we will take to address the issue(s) identified, along with timescales for achieving this – if an item requires further investigation, we will provide you with a timeframe for providing a further update. Alternatively, if Spitfire Homes does not accept your complaint, we will provide a clear explanation of our reasoning and a final written response.

Step four: Eight-week letter

If the complaint is not resolved within 8 weeks, we will provide you with a further update including a summary of what action has been taken to date, details of what is still outstanding, a reason why and the actions to be taken. We shall also outline a timeframe for when the complaint will be settled, however if we are able to resolve your complaint we will provide a final written response.

Closure letter

If your complaint requires a closure letter, this will be issued once your complaint has been dealt with – you will receive a closure letter detailing a list of the items agreed in the complaint assessment and response letter and confirmation that each item has been resolved.

MAKE A COMPLAINT