Complaints
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.
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.
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.
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
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:
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:
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.