How to make a complaint

How to make a complaint

Complaints

At Magenta Living, we are passionate about delivering great services to our customers, however, we understand sometimes things will go wrong, and we may not get it right the first time. Our Customer Experience team are on hand to offer their support, investigate and work with you to put it right.

Your feedback is very important to us. We will use it to learn from, help to shape and develop our services and improve the overall customer experience.

The Regulator of Social Housing has introduced a new system for assessing how well all social housing landlords in England are doing at providing good quality homes and services, which landlords like us must report on. These are called Tenant Satisfaction Measures (TSMs). You can find out more about our TSM results by clicking here. 

 How to complain to Magenta Living

If you are unhappy with our services and would like to make a complaint, here's how you can do it:

The form on our website:

Suggestion, Complaint or Compliment

Tel: 0808 100 9596

Email: yourvoice@magentaliving.org.uk

Write to us: Partnership Building, 45 Hamilton Street, Birkenhead, CH41 5AA

Face-to-face: Come and have a chat in our customer hub or speak to a member of staff in your area

You also have the right to approach a third party advocate to raise a complaint on your behalf. You would need to give Magenta Living expressed permission to discuss the matter directly with this third party.

You can submit a complaint anonymously and whilst this will be fully investigated, should you choose to complain in this way you will receive no further communication from us regarding your complaint.

Both the Housing Ombudsman and Magenta Living define a complaint as:

‘An expression of dissatisfaction, however, made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.’

What does this mean?

While there may be situations where your concerns cannot be addressed as a formal complaint, we ensure that we handle every issue with the care and attention it deserves.

For more information on how we handle complaints, including any specific exclusions, please refer to our complaints policy, which can be viewed here.

Complaints

What happens after you submit a complaint

Magenta Living will acknowledge your complaint within five working days where possible and we will keep you informed throughout the process. We aim to respond to all complaints within ten working days but if we need more time then we will let you know.

You have the right to challenge the response to your complaint via our appeals process. For further information on how Magenta Living processes complaints, please see our complaints policy. 


Housing Ombudsman Service

The Housing Ombudsman can offer an advisory service throughout your complaint and can provide an independent review should you remain dissatisfied once you have exhausted our complaints process.

You can call the Housing Ombudsman on 0300 111 3000 or view further contact options, here .  

Our Complaints Performance

To help us understand how we are handling customer complaints, we've produced an Annual Performance and Service Improvement Report for the 2023-24 financial year. This report focuses on how we have performed against some key metrics. It also includes some of the main service improvements we have been implementing over the last 12 months, these changes have been due to our customer feedback. A full copy of this report can be viewed here.

 

As part of our commitment to working with the Housing Ombudsman, we have also recently completed a self-assessment against the latest version of the Complaint Handling Code. You can view a copy of this here.

 

The Housing Ombudsman also produce a series of annual reports about individual landlords based on the cases which they have independently investigated. The latest of these reports (currently for the 2022-23 financial year) can be viewed here .

Finally, in line with the Housing Ombudsman’s recommendations, we have appointed Myles Edwards as the member of our Board responsible for complaints, commonly referred to as the “member responsible for complaints” (MRC). Myles and the rest of our board were given access to the above report and self-assessment on 16 May 2024 and having reviewed the documents, Myles has provided the following response:

“As the appointed Member Responsible for Complaints for Magenta Living, myself and the wider Board of Directors recognise the work undertaken by the organisation to allow Magenta to report it is fully compliant with the Housing Ombudsman’s Complaint Handling Code. We are pleased to see an improved focus on complaints handling, willingness to understand the root cause and take remedial action to reduce the likelihood of other customers receiving the same poor outcomes.  We are assured that the consideration of our customers is firmly at the heart of our purpose, vision and values, creating a culture that empowers our people to deliver our customer-centric transformation strategy.” Myles Edwards member responsible for complaints

If you would like to see we are performing across Magenta Living please visit 'Our Performance' page here 

Do you have a Suggestion?

Do you have any ideas for how Magenta Living can offer better services or improve in other ways? As well as compliments and complaints we welcome suggestions from customers as a way to enhance the services we offer. They can be big or small and often the best ideas are the simplest.


Please use the below form to submit a suggestion to Magenta Living:

Form Icon

Submit a Suggestion

Or through our other contact options, detailed here, How to contact us. 

We may get in touch for further information unless you state that you do not wish to be contacted.

Compliment Magenta Living

Whilst it is important to know when we have done something wrong or made a mistake, it is equally important for us to recognise the things that we do well. Where a member of staff goes over and above or when we have delivered a service particularly well we like to celebrate this and use it to enhance all of the services we offer.

In order for us to know what we are doing well, we need to hear from you.
Please use the below form to submit a compliment to Magenta Living:

Form Icon

Make a Compliment

Or through our other contact options, detailed here, How to contact us. 

We may get in touch for further information unless you state that you do not wish to be contacted.