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At St Basils, we always try to give the best service that we can, and for this reason, your views are important to us. We appreciate and value your feedback, and whilst it is always good for us to hear when things go right, we also need to know when things go wrong – so that we can get it right next time.

To feedback to us, be it a comment, compliment or formal complaint fill out the feedback form at the bottom of the page (scroll down or click here.)

Alternatively, you can email our Senior Operations team via feedback@stbasils.org.uk.

You can download and read our Comments, Complaints and Compliments Policy (PDF) here:

St Basils Comments, Complaints and Compliments Policy

And click below to download and read our Complaint Handling and Service Improvement Report:

St Basils Complaint Handling and Service Improvement Report – April 2024

The St Basils Board has written a response to the Complaint Handling and Service Improvement Report. You can read the response below.

St Basils Board Response to the Complaint Handling and Service Improvement Report 2024

Housing Ombudsman Service

St Basils are registered with the Housing Ombudsman Service (HOS). The HOS have been set up by law to look at complaints about housing organisations that are registered with them. The service is free, independent and impartial. They resolve disputes involving the tenants and leaseholders of social landlords. Residents can contact the Ombudsman at any time for support in helping to resolve a dispute. They will consider complaints using their dispute resolution principles, and encourage landlords and residents to use these principles to resolve complaints together at the earliest possible opportunity.

The Housing Ombudsman Service have produced a Complaint Handling Code that sets out requirements for member landlords that will allow them to respond to complaints effectively and fairly. It can be found at The Housing ombudsman’s Complaint Handling Code. As part of the HOS’s complaint handling code, social housing landlords are required to publish a self-assessment on how they meet this code. A copy of the St Basils HOS self-assessment can be viewed below.

St Basils’ HOS self-assessment

Anti-Social Behaviour Reporting

If you want to report anti-social behaviour regarding one of our projects, you can do so by filling out the form below:

St Basils Anti-Social Behaviour Reporting

Your report will be dealt with by one of our staff as soon as

possible.

Complaints

This online form is for complaints and comments and compliments on our services only.
Please don't use this form for general enquiries as it won't go to the right people and there may be a substantial delay in getting back to you.