We encourage you to share your feedback with us, whether it’s a compliment, concern, or complaint. Each type of feedback is important and helps us improve our services.
We want to make it as easy as possible for you to share feedback:
Compliments
What are they?
Compliments are your way of letting us know when we’ve done something well or exceeded your expectations.
How we handle them:
We share compliments with the relevant teams or individuals to recognise their efforts and encourage continued excellence.
If you’re particularly happy with our service, you can also let us know by completing our Client Satisfaction Form, which provides additional insight into what we’re doing right.
Concerns
What are they?
Concerns arise when there’s an issue that may require further enquiry, advice, or information to resolve. Examples include questions about a process, a minor issue with a service, or uncertainty about something that doesn’t feel quite right.
How we handle them:
Concerns are usually addressed by the team or service responsible for the area in question. If a concern cannot be resolved informally or requires investigation, it can be escalated into a formal complaint.
Complaints
What are they?
Complaints are formal expressions of dissatisfaction about a service, action, or decision. This might include unresolved issues, delays, or a failure to meet service standards.
How we handle them:
Complaints are thoroughly investigated, and we aim to provide a clear resolution.
We will acknowledge all complaints within 5 working days of receipt and we aim to respond/resolve all stage 1 complaints within 10 working days of acknowledgement and stage 2 complaints within 20 working days of acknowledgement.
Have Your Say – Share Your Satisfaction
Your opinion matters! We’re committed to understanding how satisfied our clients and tenants are with our services, and we offer multiple ways for you to share your feedback.
Client Satisfaction Survey
Your opinion is important to us! To better understand how satisfied you are with our services, we regularly invite you to take part in our Client Satisfaction Survey.
As a thank-you for participating, you’ll be entered into our quarterly prize draw for a chance to win a £50 voucher! Your feedback plays a crucial role in helping us maintain and improve the quality of our services.
Tenant Perception Surveys
As a registered social landlord, we are committed to the Tenant Satisfaction Measures (TSM). If you live in a property where Inspire North acts as the landlord, then we will contact you directly to take part in the bi-annual Tenant Perception Survey. This survey focuses on gathering your views about your experience with our housing services. If you live in another registered social landlord's property, they will contact you and this is likely to happen every year as different rules apply to larger social housing providers.
Why Your Input Matters
Your feedback ensures we continue providing services that meet your needs and expectations. By sharing your satisfaction, you help us improve and deliver better experiences for all our clients and tenants! If you are in a property where Inspire North acts as the landlord, you will be invited to take part.
Repairs and repair satisfaction
If you are currently living in, or have previously lived in, a property provided by Inspire North, we want to ensure that your experience with repairs is as smooth as possible.
Repairs are managed separately from our complaints process. If something in your property needs fixing, you can easily request a repair via your support worker.
Repairs only become part of our complaints process if you are dissatisfied with how the repair was handled—for example, if there were delays, issues with communication, or if the repair was not completed to a satisfactory standard. If this happens, you can raise a formal complaint, and we’ll work with you to resolve the issue.
Sharing your feedback on repairs
We value your input on how well our repairs service meets your needs. You can share your feedback by completing our Repair Satisfaction Form. This helps us monitor and improve the quality of our repairs service and ensures we continue to meet your expectations.
Your feedback is essential in helping us deliver timely, effective, and high-quality repairs.
Reporting instances of anti-social behaviour
We believe that everyone has the right to live peacefully in their own home, free from nuisance and anti-social behaviour. We understand the significant impact anti-social behaviour can have on individuals and communities, and we are committed to taking prompt action to investigate any reports.
If you need to report an incident of anti-social behaviour, you can do so through our dedicated anti-social behaviour form reporting form. Each report is managed by a specialist team trained to handle these situations sensitively and effectively.
The management of anti-social behaviour is handled separately from our complaints process. However, if you are unhappy with how your ASB report was handled—such as concerns about the response, communication, or resolution—you can escalate the matter as a formal complaint. We’ll ensure your concerns are thoroughly investigated.
Client and tenant guides
Read our Feedback (Compliments, Concerns and Complaints) Policy, including when you can expect a response.
How to Raise a Concern, Make a Complaint or Give a Compliment – Client Leaflet (Non-Housing Services)
How to Raise a Concern, Make a Complaint or Give a Compliment – Tenant Leaflet (Housing Services)
The Housing Ombudsman Complaint Handling Code
Annual Complaints Performance and Service Improvement Report 2023/24
Click here to read moreAnnual-Complaints-Performance-and-Service-Improvement-Report-2023-24