Complaints

We aim to provide a high-quality and value-for-money service for our customers and always try to improve our services.

We welcome your views and feedback on our services. Your enquiries, feedback and complaints help us improve how we work. We regularly ask customers how satisfied they are with services, for example, after a repair has been completed or as part of our Customer Satisfaction Index survey.

We aim to respond to complaints promptly when you first contact us, and the process we follow is summarised below. You can also find a copy of our Complaints Policy at the bottom of this page.

We must follow the Housing Ombudsman’s Complaint Handling Code. You will find our self-assessment of how we meet their requirements on the link at the bottom of the page. You will also find there our Annual Complaint Report for 2023-2024. This shows a summary of what customers were dissatisfied with over the last year, what we’ve learned from the feedback you gave us when you reported complaints and the changes we’ve made by listening to your feedback.

Where complaints need to be formally investigated, we follow a two-stage process:

1

For Stage One Complaints

  • We will acknowledge your complaint within five days of receipt.

  • A designated member of staff will contact you within two working days of acknowledging your complaint. This ensures we understand the issue and your desired outcomes, and they will advise on any aspects of the complaint outside our responsibility.

  • We aim to respond to your complaint within ten working days of the initial acknowledgement. If more time is needed for a thorough investigation, we will inform you and provide regular updates.

  • If you are unhappy with our response, you can request a review, and we will escalate your complaint to Stage 2.

2

For Stage Two Complaints

  • We will confirm receipt of your request to review your complaint.

  • You will be informed of who is reviewing the complaint and offered the opportunity to meet with them to discuss your areas of dissatisfaction. The Complaint Review Panel, consisting of a senior manager and a Customer Board Member or Board Member (unconnected to the complaint so far), will provide a fresh perspective.

  • We will arrange for the Complaint Review Panel to meet and review the complaint.

  • We aim to respond to Stage 2 complaints within 20 working days. If additional time is needed for further investigation, we will inform you and provide regular updates.

  • Our response will include details of the Housing Ombudsman.

  • We will request your feedback on how satisfied you were with the handling of your complaint.

Raise a Complaint

Prima Vans

Unacceptable Behaviour Policy

In line with Housing Ombudsman recommendations, Prima has a policy to help manage complainants who present unacceptable behaviours. While we aim to address complaints fairly, honestly, consistently, and appropriately, some behaviours can place unreasonable demands on our services and staff. Examples of such behaviours include:

  • Unreasonable demands

  • Unreasonable persistence

  • Verbal abuse, aggression, or violence

  • Excessive letters, calls, emails, or contact via social media

In these circumstances, Prima reserves the right to adjust how we handle complaints by our policies, including both informal and formal arrangements.

You can learn more about Prima's approach here and the Housing Ombudsman's guidance for landlords on this topic here.

Unacceptable Behaviour Policy

Policies, Reports & Assessments

You can read our Complaints Policy and Annual Complaints Report below, which outline the types and numbers of complaints received and the improvements made based on customer feedback.

The Housing Ombudsman Complaints Code explains how complaints should be handled fairly and effectively. Our self-assessment of compliance with these standards is available below. While the Housing Ombudsman usually requires our complaints process to be followed before investigating, customers can contact them anytime via their contact details.

Prima’s Executive Director of Insight & Group Services, Ailsa Dunn, oversees complaint handling, with Anita Leech, Chair of the Customer Voice Board and Group Board member, as the Member responsible for Complaints. You can reach them through the complaint form above.