Our complaints process

When we receive your complaint, we aim to deal with it there and then if we can.

If this is not possible, our complaints process applies.

Make a complaint

First step

We'll acknowledge receipt of your complaint within 2 working days.


We'll investigate the complaint and then discuss with you how to resolve the issue.

We aim to provide a full written response within 10 working days.


If you're not happy with our decision, you can ask for a review of how your complaint was handled.

You have 10 days from receiving the decision to do this.

A senior manager will review our original decision. They may choose to take further action.

We aim to let you know the review outcome within 10 working days of your request.

The Housing Ombudsman

If you’re still not happy with our response you can appeal to the Housing Ombudsman Service.

Salix Homes is a member of the Housing Ombudsman Service. This is a free, independent complaint resolution service.

You can download a copy of our complaints self-assessment form below. This shows how well we think we are handling our complaints. We send this to the Ombudsman annually.


  • Download

    Housing Ombudsman self-assessment form

    PDF document, 382KB

  • Download

    Customer Feedback and Complaints Policy

    File document, 70KB

  • Download

    Customer Feedback and Complaints Procedure

    File document, 81KB