Always looking to improve
If you have something to share – good or bad – or suggestions for how we can do better, we’d love to hear it.
We want to recognise the things that we do well and try to put right and learn from things that we don’t do well.
Compliments
Have you spoken to a member of our team who went the extra mile for you? Or has one of engineers saved the day? Would you like to say thank you? We welcome compliments from you. We always make sure these are passed on to the relevant team or individual – they might even get a voucher as a thank you.
You can call us up during office hours on 0800 027 2057 or let us know by emailing info@acisgroup.co.uk. You can also get in touch via our social media channels. Or you can provide us with feedback or share your suggestion for improvement by completing the online form below.
Complaints
If you feel you need to make a formal complaint, we have a process to go through. We will always investigate in a fair and honest way. It’s important you give us as much detail as possible to help us get to the bottom of things, including what you are seeking to resolve the situation.
We also have a number of other ways you can get further involved in having a say about how we deliver our services through our Your Voice service.
We'll recognise complaints as an expression of dissatisfaction, however, made, about the standard of service, actions or lack of action by Acis, its employees, or those acting on its behalf, affecting you as an individual customer or as a group of customers.
You can get in touch with us to tell us you're unhappy by phone (0800 027 2057), in person, by email (info@acisgroup.co.uk), through our Live Chat, or via MyAcis and let us know you want to make a complaint. You can also get in touch with the Housing Ombudsman service at any time.
Frequently asked questions
We do not consider the following as a complaint:
- A request for service - we'll distinguish between routine service requests and complaints.
- Reports of antisocial behaviour (ASB) - these will be investigated and responded to in accordance with our ASB policy.
- Where twelve months have passed since the initial incident or event. We may, however, apply discretion to accept complaints made outside of this time limite where there are good reasons to do so.
- Issues that are not our responsibility.
- Issues that have already been considered and responded to through our complaints procedure.
- Matters that should be referred to insurers.
- Matters where legal proceedings have started. This is defined as details of the claim, such as the Claim Form and Particulars of Claim, having been filed at court.
- Where there is dissatisfaction with decisions made in line with our policies and terms and conditions and there is an existing appeals mechanism or alternative disupute resolution that should be followed.
Hopefully, any issue you come to us with is straightforward and we can quickly resolve it.
If your complaint is more complex, someone from our team will be in touch within two working days to find out more information and what action you would like to resolve the issue. We’ll also usually give you details of the person who will be investigating your complaint. We prefer to contact you by phone so we can get the full details but if you prefer, we can contact you by email or letter. Once we’ve been able to investigate the issue, we’ll get back to you with our findings and then confirm these in writing. Our target is to respond to you within ten working days of when we receive your complaint. On rare occasions where it'll take longer than ten working days, we'll agree a timescale for response with you.
There are a number of things we'll confirm when responding to your complaint, including:
- The findings of our investigation and our decision as to why the complaint is upheld or not.
- An apology if we got something wrong.
- The details of any remedy offered to put things right.
- The details of any outstanding actions (and associated timescales to put things right).
- Any actions we might take to help prevent a similar kind of complaint from occurring again.
- Any compensation offered and how the sum has been derived in accordance with our policy.
If you remain unsatisfied with our details at this stage, you can escalate your complaint.
If you remain dissatisfied, you can ask for your complaint to be escalated to stage two, which is the final stage of our procedure. You don't have to tell us why you want to escalate, but we'll seek to understand if you consider that:
- The investigation and response were factually inaccurate.
- The response did not address the complaint.
- Important relevant information has not been considered.
- We didn't complete our action agreed.
If you remain dissatisfied after consideration of your complaint at stage two, you can ask the Housing Ombudsman Service to investigate.
You can view the Housing Ombudsman Complaint Handling Code here. We self-assessed against the Code in May 2024. View our self assessment.
View our annual Complaints Performance and Service Improvement report for 2023/2024.