As a resident your involvement is important to us whether this be sitting on a formal panel or taking part in a feedback survey. Your voice helps keep the residents of Suffolk Housing in the heart of all that we do.

Resident Scrutiny Panel

The Resident Scrutiny Panel (RSP) is made up of Suffolk Housing residents. Members have committed to be a portfolio holder and be responsible for a certain area. For example: Repairs, Grounds Maintenance, Gasway, Community Neighbour East, Community Neighbour West.

The Platform

The Platform is a place where you can digitally share your views and opinions and tell us what matters to you via online surveys.

We will use your comments to help shape services from your perspective, always striving for outstanding customer service in everything we do.

And if you’ve signed up, each time you complete a survey you’ll be entered into a prize draw to win great prizes – what could be simpler?

Reasonable Adjustment to Services Policy

As a social housing provider, we have a responsibility to eliminate discrimination, ensure equality of opportunity and promote good relations between people that have protected characteristics.

Unacceptable Behaviour Policy

Our aim is to provide you with outstanding customer service, and it is important that both our customers and staff are treated with respect. Whether it’s via phone, email or face to face in our offices or your home, we aim to treat you courteously at all times.

Complaints and feedback

We aim to provide an outstanding service for our residents. However, we understand that sometimes things go wrong and you may be dissatisfied with the service you have received. We want to work with you to put things right.

Once we receive your enquiry, a member of our staff will investigate the problem and try to find the best way to put things right, ensuring you understand what is happening and when.

More information on how we handle complaints can be found in our complaints policy, complaints procedure and discretionary payments policy

To see our self-assessment against the Housing Ombudsman Complaints handling code click here.

You can tell us about your complaint in a way that's convenient to you by using one of the methods here.

Results from the last financial year 2019/20

34 complaints received

The main cause for complaint was time to complete repairs followed by the quality of your home.

11 complaints were escalated to a review.

1 complaint was escalated to the Housing Ombudsman Service for formal investigation.

Results from the last quarter July - September 2020

28 complaints received

The reason for these complaints were due to poor communication and time to complete a repair.

Results from the last quarter October - December 2020

47 complaints received

The reasons for these complaints were due to time to complete a repair and poor communication.

Contact us

Due to the current climate with Covid-19 still present, we are unable to carry out resident engagement activities within the communities, but getting involved virtually and having your say is still very important to us.

If you would like to be involved please call 0808 169 9301 or email the team at CustomerEngagement@flagship-group.co.uk