A complaint is an expression of dissatisfaction with a service that Phoenix provides.
We can only accept complaints that are made within six months of when the issue occurred.
You register a complaint by telephone, in writing or in person. You can also email us your complaint to firstname.lastname@example.org
We will firstly try to put the matter right informally within seven days. If we are unable to resolve the matter to your satisfaction, it becomes a Stage 1 complaint.
We will acknowledge your complaint, respond and aim to fully resolve your complaint within 20 working days.
The Housing Ombudsman Service introduced a new Complaint Handling Code on July 20. The purpose of the code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements.
We continue to meet the code but can improve on how we are meeting it. We will use our service improvement plan to help us get better. We will also carry out regular self-assessments with residents against the code and take appropriate action to ensure that our complaint handling is in line with the code.
If the complaint is still not resolved to your satisfaction, you can ask a 'designated person' (an MP or Councillor) or a tenants panel to consider it. Please contact us to find out who is your 'designated person'.
They can work with you and Phoenix to resolve your complaint or refer it to the Housing Ombudsman.
Alternatively, eight weeks after sending your complaint to us, you can contact the Housing Ombudsman directly by calling 0300 111 3000 or writing to:
Housing Ombudsman Service
PO Box 152
Liverpool L33 7WQ
Find out more on the Housing Ombudsman Service website.