Compliments, Comments and Complaints

At St Basils, we always try to give the best service that we can, and for this reason, your views are important to us. We appreciate and value your feedback, and whilst it is always good for us to hear when things go right, we also need to know when things go wrong – so that we can get it right next time.

To feedback to us, be it a comment, compliment or formal complaint please email our Senior Operations team via feedback@stbasils.org.uk. Alternatively you can fill out the feedback form below (scroll down).

You can download and read our Comments, Complaints and Compliments Policy (PDF) here.

St Basils are registered with the Housing Ombudsman Service (HOS). The HOS have been set up by law to look at complaints about housing organisations that are registered with them. The service is free, independent and impartial. They resolve disputes involving the tenants and leaseholders of social landlords. Residents can contact the Ombudsman at any time for support in helping to resolve a dispute. They will consider complaints using their dispute resolution principles, and encourage landlords and residents to use these principles to resolve complaints together at the earliest possible opportunity.

The Housing Ombudsman Service have produced a Complaint Handling Code that sets out requirements for member landlords that will allow them to respond to complaints effectively and fairly. It can be found at:

The Housing ombudsman’s Complaint Handling Code (housing-ombudsman.org.uk)