Complaints
Why your feedback matters
- NewArch welcomes complaints to learn and improve.
- You don’t need to be upset to make a complaint — tell us early so we can fix it fast.
What counts as a complaint?
Any expression of dissatisfaction about service, actions or lack of action by NewArch or those acting on our behalf.
Not covered:
- First-time requests for service
- Anti-social behaviour (handled under a separate policy)
- Issues over 12 months old (except at our discretion)
- Matters under legal proceedings
2-Step complaints process
Stage 1 – Local resolution
- Acknowledge within 5 working days
- Full written response within 10 working days
- Details provided on how to escalate if dissatisfied
Stage 2 – Independent review
- Escalation accepted without requiring a reason
- Reviewed by a different person
- Full response within 20 working days
Complaint outcomes
Each complaint gets a clear decision:
- Upheld
- Partially upheld
- Not upheld
If upheld, you may receive:
- An apology
- A service or policy change
- Compensation (if appropriate)
- Action tracking on unresolved items
Who handles complaints?
- Your Housing Management Partner (who handles rent/repairs) will manage the process.
- NewArch oversees Stage 2 and overall quality.
Accessibility first
- Complaints can be made via phone, email, app, letter or in person.
- Reasonable adjustments offered for disability or language needs.
- You may nominate someone to represent you.
Unacceptable behaviour
- Staff have the right to work without abuse.
- Rude or threatening communication may lead to contact restrictions or complaint closure.
Still not happy? Contact the Housing Ombudsman
A free, independent service for social housing residents.
📞 0300 111 3000
📧 [email protected]
🌐 housing-ombudsman.org.uk