Sydenham Housing Co-Operative is committed to promote equality, transparency, honesty and fair access to all of its services to its members and relevant third parties, by being accessible, accountable and treating everybody equally with respect.

In order to achieve its amis and objectives Sydenham Housing Co-Operative is reviewing its Policies and Procedures, making sure that its Policies and Procedures, Rules and Regulations are easily available, followed and implemented in accordance with Government Standards and Regulations. By actively following and implementing Policies and Procedures, Co-op is ensuring that appropriate and fair practices are firmly embedded in Co - op’s management culture. Clear communication and understanding of Co-op’s guidelines lead to better and fairer services for all the members, better strategically planing and delivering of maintenance and good quality repair services. Our aim would be to provide services that would serve its members and lead to healthier homes that are in line with Government Decent Home Standard Policy that has been updated by the Regulator of Social Housing’s Quality and Safety Standard 2024. Click on the links to find out more information.

How to Making a Complaint

Although we are trying to do our best to resolve all our members enquires and reach an agreement that is satisfactory, occasionally we fail to do so. In such a case, we would appreciate your feedback. Your feedback will make us reflect and learn from it - how can we improve our services and what would be the best way we can support you. We are a member of Housing Ombudsman Scheme  and we are using their Complaint Handling Code to improve our services. To learn more about what happens when you make a complaint and what you can expect from us during this process, please refer to our Complaints Policies and Procedures document just here below:

In case you would like to rise an issue or make a complain, we strongly advise you to submit a complaint firstly to us using our Complaints Form or writing directly to our complaints officer: Complaints@sh-coop.co.uk

As soon as we get your complaint, we will:

✅ Acknowledge your complaint in writing within 3- 5 working days.
✅ Confirm who is responsible for reviewing and responding to your complaint.
✅ Provide a response in writing within:
10 working days from the date of acknowledgment (Stage 1).
20 working days from the date of acknowledgment (Stage 2).
✅ Clarify when any issues arising from your complaint will be resolved.
✅ Inform you whether and how you can have our decision reviewed.
✅ Provide contact details for the Housing Ombudsman Service should you wish to escalate your complaint.

If you are unsure at any point during the complaints process and need guidance, please let us know. Alternatively, the Housing Ombudsman Service is available to provide impartial advice and support at every stage of your complaint.

Contacting the Housing Ombudsman Service
📞 Phone: 0300 111 3000
📧 Email: info@housing-ombudsman.org.uk

📮 Postal Address:
Housing Ombudsman Service
PO Box 1484, Unit D
Preston, PR2 0ET