We aim to deliver a positive customer experience and we encourage feedback from customers about our service so that we can learn and improve.
This includes complaints, compliments and suggestions.
You can read more about how we learn and take action based on your customer feedback here.
Dealing with your complaint
If you receive a poor service then please tell us about it so we have the opportunity to put things right. We greatly appreciate your time and view any feedback as an opportunity to improve our services.
If you have any complaints, compliments or feedback for us, please contact us first. We’re always listening and ready to work hard to resolve your concerns straight away. If we are unable to resolve the problem there and then we will undertake a full investigation to understand the facts and get back to you.
Our service standards
Respond to your call between 8.30 am - 5.00 pm Monday to Friday
Answer calls within 180 seconds (3 minutes)
Return calls within two working days
Provide a 24-hour emergency helpline to report emergency repairs
Respond to written correspondence within five working days
Respond to website, social media and email enquiries within five working days
New ‘Complaint Handling Code’
The Housing Ombudsman has published a newComplaint Handling Code enabling landlords to swiftly resolve complaints raised by customers and to use the learning to improve services.
The code will also help customers understand what to expect from their landlord when they make a complaint and how to progress their case.
All landlords are required to evaluate their current complaint handling procedures against the code and the Housing Ombudsman Service has provided a self-assessment form to support in doing this.
Both our legacy organisations had completed self-assessments considering how they met the requirements of the Complaint Handling Code. The YHA form can be found here and the LYHA form can be found here. An updated self-assessment for 54North will be available in January 2024, along with updated customer communications about our complaints policy.
Please download and read our Complaints, Compliments & Suggestions Policy