Compliments, Comments or Complaints

When we receive a compliment, we make sure this is passed on to the individual or team so they know that their good work has made a difference.

When we receive a complaint or enquiry, our aim is always to try and resolve your issue as quickly as we can. We follow our Complaints Policy so that you know what you can expect from us. It ensures we have a consistent method of investigating and resolving complaints.

For more information about our performance and complaints, please look at our Customer Annual Reports.

What is the difference between a Service Request and a Complaint?

We adopt the Housing Ombudsman’s definition as follows:

‘A service request is a request from the resident to the landlord requiring action to be taken to put something right. Service requests are not complaints but must be recorded, monitored and reviewed regularly.’

A Complaint is defined 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.”

A complaint will be raised therefore when you express dissatisfaction with the response to your request for service, even if the handling of your service request remains ongoing.

Making Your Complaint

You can make your complaint to any Rykneld Homes staff member.  You may telephone, email, write to us, speak to us in person, use the form below, by Twitter or Facebook to report your complaint or simply fill in the form attached to the Complaints Policy (see attached in Related Documents below).  We are here to help – if you need any help making a complaint just ask any member of Rykneld Homes staff.

Our contact details are:

Rykneld Homes Ltd
2013 Mill Lane
Wingerworth
Chesterfield
S42 6NG

Phone Number: 01246 217670
Online: Complete our online form below
Email: contactus@rykneldhomes.org.uk

Complaints received on social media will be responded to in writing to maintain confidentiality where a name and address is provided. We will accept complaints made by advocates who are authorised to act on the complainants’ behalf.

Stage One - Complaints Manager

We will acknowledge your complaint within five working days of receiving it. Complaints at Stage One will normally be responded to within 10 working days of the complaint being acknowledged. If your complaint is complex and further time is needed to investigate, we will let you know and keep you informed of progress.

The Complaints Manager will investigate your complaint. They will phone or arrange to meet you to investigate and to discuss the outcome before writing to you formally so you can voice any concerns. If you do not think the outcome is justified, you can ask for your complaint to be escalated to Stage Two of our complaints process. We would normally expect you to do this within 20 working days of receiving a Stage One response.

Stage Two - Head of Service/Director

At Stage Two your complaint will be investigated by a Head of Service who is not responsible for the service your complaint relates to and reviewed by a Director.  The Head of Service will phone or arrange to meet you to investigate and to discuss the outcome before writing to you formally so you can voice any concerns and will discuss the outcome with you prior to issuing the formal response.

Complaints at Stage Two will normally be responded to within 20 working days.  If your complaint is complex and further time is needed to investigate, we will let you know and keep you informed of progress.

Independent Review

We are a member of the Housing Ombudsman Scheme and comply with its best practice principles in complaint resolution.  If you remain dissatisfied following a Stage Two response you can request a review at www.housing-ombudsman.org.uk or write to the Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ.

Matters that are not considered under this Complaints Policy are:

• An initial request for service
• Where the issue took place more than twelve months ago
• Anti-social behaviour unless the complaint refers to our failure to deal with the matter appropriately
• Legal proceedings have been started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court
• Anything has already been considered by a Court
• Dissatisfaction with the fairness of our Policies where our Policies have been correctly applied
• Claims for compensation relating to personal injury – you are advised to seek independent legal advice e.g. Derbyshire Law Centre or Citizens Advice. If a claim is received from a Solicitor on your behalf, we will refer this to our Insurer’s for consideration
• Attempts to reopen or reconsider complaints that have already been considered under the Complaints Policy.

Persistent Complaints

Where a customer makes complaints that are unreasonable, contain unreasonable demands, made in an aggressive/threatening manner or are unreasonably persistent we will consider restricting a customer’s access to the complaints process. 

Please complete our Contact Us form to let us know about your experience.

What happens when I make a complaint?

We will always try to resolve your complaint at the time you make it.  If we cannot do this, we will investigate your complaint.

We will keep you informed at every stage as we investigate your complaint.  We will:

• Give your complaint a unique reference number and provide you with a named contact of who will be dealing with your complaint
• Send you a written acknowledgement of your complaint
• Provide a response to your complaint within the timescales set out in our Complaints Process.  If your complaint cannot be dealt with within the timescales, we will give reasons for the delay and give details of when you will receive a full response
• Tell you what to do if you are not satisfied with the outcome of your complaint.  If this is after Stage 2 of our Complaints Process, we will provide you with details of the Housing Ombudsman.

The Housing Ombudsman Complaints Handling Code Self-Assessment for 2024-25 was approved at Cabinet on 31 July 2025.

The Member responsible for housing complaints fully accepts the contents of Rykneld Homes self-assessment against the Code which is confirmed in the below statement:

‘Reports on complaints performance and compliance with the Housing Ombudsman’s new Complaints Handling Code, were presented to Cabinet at its meeting on 31 July 2025. Cabinet members had received the report as part of the published agenda in advance of the meeting and Cabinet colleagues had the opportunity in the meeting to discuss and ask questions of me as the Portfolio Holder, the Director of Finance & Resources as the client lead. In addition, and prior to the Cabinet meeting, the Director of Finance and I had the opportunity to scrutinise this information at the Rykneld Homes Board meeting with opportunities to ask questions of RHL senior managers and the Board.

'As the Member responsible for housing complaints, I fully accept the contents of the performance report for 2024/25 and the self-assessment against the Code. I am committed to supporting our housing delivery partner Rykneld Homes, working in partnership with the Council to deliver our housing service and to improve performance on complaints handling as required.

'As the Portfolio Holder for Housing, I recognise the importance of providing good quality housing, and that responding to customer complaints forms an important part of that service. Complaints provide valuable feedback on our services and help us to continually improve and to work towards creating a positive complaints culture.

'The documents presented today, give an honest and comprehensive appraisal of our approach to complaints handling. Rykneld Homes have robust processes in place to continuously improve performance in respect of complaints handling and through our robust and inclusive client management role we have the oversight and evidence to have full confidence in this delivery.'

View information on making complaints on the North East Derbyshire District Council website.