Complaints & Compliments

Here at PHA Homes we always strive to give great service, but we know that even with the best intentions, things can sometimes go wrong.   We want to hear from you when this happens so we can fix things quickly and learn to improve for the future.

For further information about how to make a complaint and our policy are included in the side bar.

We try capture any dissatisfaction with our service as a "formal complaint" - unless it is a request for a service (like a repair) or something we can fix immediately (like sending you a copy of your tenancy agreement) Treating your concerns in this way, helps us to make sure that we always stop and listen carefully when you are unhappy about something. It gives all of us a clear timescale for responding to the issues you raise, and we can capture and share any learning that comes out of our review. You always get a written response and the opportunity to feed back or escalate a problem.

All social landlords carry out an annual assessment against the Housing Ombudsman Complaint Handling Code.  The Code acts as a guide for residents, setting out what they can and should expect from their landlord when they complain. This is to ensure that complaint handling remains in line with its requirements and that the results are published on PHA Homes website.

You can see our most recent self assessment Complaints self assessment – 2025 along with our Learning From Complaints & Service Improvement Report 2024  and the response from our Board of Management Here

Obviously, we also love it when we hear that things have gone particularly well – so if you have had great service, please do send compliments to us as well at admin@phahomes.co.uk