Magenta Living's Customer Experience Team Update

Our Customer Experience Team are working really hard to resolve issues for our customers, however, due to high demand for our service, it is taking us longer than usual to respond to queries and provide resolutions to complaints. We apologise for any inconvenience this may cause and thank you for your patience during this time.

** If you wish to report an emergency repair or incident of Anti-Social Behaviour please call our contact centre on 0808 100 9596

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:

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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:

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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.

Complaints at Magenta Living

We hope that you are pleased with the services we offer, and that you will never have a reason to complain. However, mistakes do happen and when things do go wrong, we try to put them right quickly and effectively.

Magenta Living treats every complaint as an opportunity to improve the services we deliver. It is important to us that we learn from your experiences to shape our future services.


What is a complaint?

The Housing Ombudsman define a complaint as:

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

We investigate and respond to all complaints fully and fairly, however, there are instances where we are unable to investigate complaints.

These are as follows:

  • An initial request for service, such as the first report of a repair or an enquiry about a service
  • Anti-Social Behaviour (ASB) or nuisance manged within the ASB Policy unless the complaint is in relation to staff conduct
  • Allocation of properties which are handled through the Allocations’ Review process
  • Nominations for properties which falls within the responsibilities of the Statutory Housing Authority
  • Service charge disputes, which are handled through the Policy & Home Ownership team
  • Legal cases and insurance claims
  • Any serious allegations of inappropriate conduct from a Magenta Living Board member or member of staff. These will be handled in line with Human Resource policies or the Governance structure of the Company
  • Issues that fall outside the remit of Magenta Living as a landlord and outside of its area of control

Unless there are exceptional or extenuating circumstances, the organisation will not investigate complaints that have already been dealt with under this policy or are over six months old.


How to complain to Magenta Living

If you find yourself dissatisfied with a service that Magenta Living has provided you can make a complaint to us by completing our online form, available here:

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Raise a Complaint

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

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.

Finally, 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.


What happens after you submit a complaint

Magenta Living will acknowledge your complaint within two 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 process complaints please see our complaints policy and customer guidance linked in this page.


Housing Ombudsman Service

The Housing Ombudsman 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's on 0300 111 3000 or view further contact options, here:


Complaints Self Assessment

In line with the Housing Ombudsman’s Complaint Handling Code, Magenta Living are required to undergo a complaint self-assessment annually or following any significant change to the code, our structure or our policy / procedure.

You can view the latest self-assessment on Our Performance page.