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 ComplimentTel: 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.
