Our Relationship

Complaints Process

We want our services to be good but recognise that sometimes things go wrong and customers will want to let us know. When we deal with complaints we want to be fair, put things right if we have done wrong and to learn from mistakes. We take customer feedback seriously and use it to shape our services.

Tell us if things aren’t good enough

If you would like to tell us that you aren’t happy with the service that you have received, you need to let us know within six months of the service failure, otherwise we won’t accept the complaint.

When you make a complaint, please let us know:

  • What you are unhappy about?
  • When the problem started?
  • The names of anyone you have spoken to at Thrive about the issue, and when you spoke to them.
  • How you would like us to resolve the problem?

You can make a complaint via the myThrive app, using our online complaints form, by email to enquiries@thrivehomes.org.uk, call 0800 917 6000 or write to us here.

  • What is the process?

    In the first instance, your complaint will be dealt with by an appropriate member of the Thrive team.

    If you aren’t satisfied with the outcome of your initial complaint, a more senior manager will carry out a complaint review.

    At each stage you will be contacted within five working days to acknowledge your complaint and agree the next steps. A full response with an action plan (agreed with you) will be sent within 15 working days.

    We always hope that we will be able to put things right at the initial stage. If you aren’t happy and think that your complaint needs escalating, let us know within 15 working days of receiving the full reply.

  • I’ve been through your complaints process and I’m still not happy. What options do I have now?

    If after going through our complaints process you still don’t feel that things have been put right, you can ask a designated person to help you to resolve your complaint or ask them to refer it directly to the Housing Ombudsman. A designated person is defined in the Localism Act 2011 as:

    • A Member of the House of Commons.
    • Member of the Local Housing Authority.
    • Designated tenant panel (please note that Thrive doesn’t currently operate a designated tenant panel to adjudicate on complaints).
  • I want to take my complaint to the Housing Ombudsman

    You can ask the Housing Ombudsman to investigate your complaint eight weeks after the complaint has been through the Thrive internal complaint process.

    Complaints can be passed to the Housing Ombudsman sooner if you have asked a designated person to do so on your behalf.

    You can contact the Housing Ombudsman at www.housing-ombudsman.org.uk.

  • What does Thrive consider a complaint?

    We define complaints as ‘when dissatisfaction has been expressed about a service we have provided, we have been unable to remedy the situation to a customer’s satisfaction, and the customer wishes to pursue the matter’.

  • What isn't a complaint and where should I go to get those matters resolved?

    *Although not considered a complaint we capture dissatisfaction with a policy or the offer and ask and review feedback annually to determine if a change is needed.

  • Unreasonable behaviour

    All complaints will be dealt with as outlined in the complaints process.

    Very occasionally we find that complainants behave in an unreasonable manner. If we think that you are behaving in an unreasonable way, we will tell you. We might restrict access and contact with us or even take legal action for breaking the terms of your tenancy or lease.

    Some examples of what we consider unreasonable behaviour are:

    • Continuing to complain about the same issue again and again (more than three times) even when we consider that we have done all that we can to resolve the issue and the complaints process has been followed.
    • Raising the same complaint without grounds, just to cause annoyance and disruption.
    • Threats.
    • Physical and verbal abuse.
    • Insulting remarks and rudeness.