Complaints

Who can complain, and how

Tenants, neighbours and any member of the public can complain to Gower Living about our homes, our service or our conduct. Someone can complain for you if you ask them to.

Use our complaints form. Tell us the property address if there is one, what happened and when, the outcome you would like and how we can reply. You can complain without giving your name, but we then cannot reply to you and may not be able to investigate fully.

Tell us if you need a different format or a reasonable adjustment.

Stage 1: investigation and response

Every complaint starts at Stage 1.

1. We record your complaint, give it a reference and assign it to the member of staff responsible for it.
2. We acknowledge it within 5 working days of receiving it. If you gave an email address, the acknowledgement is an email with your reference, the date we aim to respond by and a link to this policy.
3. The person responsible reviews what you have told us, investigates, and records the evidence and any action needed.
4. We aim to send our full response within 20 working days of receiving your complaint. It explains what we found, what we decided, what we have done and anything still to do.
5. If we need longer, we tell you why before that date, what remains to be done and the new date. The original date stays on our record.

Stage 2: review

If you are not satisfied with our Stage 1 response, you can ask for a review.

1. Reply to our Stage 1 response, or send a new complaint through our complaints form, quoting your reference and saying what you disagree with and why.
2. Where practicable, someone who was not involved in the original decision carries out the review.
3. We confirm in writing the date by which we will give you the review decision.
4. The review decision is our final response. It explains our decision and any independent route open to you.

How a complaint is closed

We close a complaint only after we have responded and every action we recorded is complete. We record one outcome: upheld, partly upheld, not upheld, withdrawn, unfounded or referred elsewhere, with the reasons.

Tell us if something we said we would do has not been done. We can reopen a closed complaint.

Working days

Working days are Monday to Friday. Bank holidays are not working days; we count the bank holidays that apply in Wales and in England.

Emergencies

The complaints form is not an emergency service and is not monitored continuously. If there is a fire or immediate danger, move to safety and call 999. For an urgent repair, use the emergency contact details given for your home.

Our response dates never delay action needed for safety.

Other routes

You can contact the relevant council about housing conditions, Rent Smart Wales about registration or licensing, or seek independent advice. You do not have to complete our process before reporting an urgent concern or exercising your legal rights.

Complaining will not by itself affect your occupation contract or access to our services.