Complaints
At BluePine Living, we aim to provide a reliable and high-quality service. If something does not meet your expectations, we want to know about it.
Raising a complaint helps us resolve issues and improve how we deliver our services. We take all concerns seriously and will deal with them in a fair and timely way.
Who deals with your complaint?
Although BluePine Living is your landlord, most homes are managed on a day-to-day basis by Pinnacle Housing, acting on our behalf.
For this reason, many complaints will initially be handled by Pinnacle Housing. They are responsible for delivering services and are often best placed to investigate and respond quickly.
BluePine Living will review and oversee complaints to ensure they are handled properly and in line with our standards.
How to raise a complaint
Pinnacle Housing will handle complaints on behalf of BluePine Living and are best placed to respond to service-related issues.
You can still contact BluePine Living directly at any time using the methods below, however complaints from existing customers will usually be managed by Pinnacle Housing in line with our Complaints Policy.
- Online form
Submit a complaint online - Email
complaints@bluepine.co.uk - Telephone
020 3376 3593
What we treat as a complaint
We use the definition set out by the Housing Ombudsman and define a complaint as:
“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by BluePine Living, its staff, or those acting on its behalf, affecting a resident or group of residents.”
This includes concerns about:
- The standard or quality of service provided
- Delays or lack of action
- The conduct of staff, contractors, or Pinnacle Housing acting on our behalf
- How a previous issue or complaint has been handled
Where an issue is being reported for the first time, such as a repair, this will normally be treated as a service request rather than a complaint.
How we handle complaints
We operate a two-stage complaints process to ensure complaints are handled fairly, consistently and in line with our policy.
We will keep clear records of your complaint and communicate with you throughout the process.
Stage 1
Once a complaint is received, we will:
- Log and acknowledge your complaint within five (5) working days
- Review and clarify the details of your complaint where needed
- Investigate the issues raised
A written response will be provided within ten (10) working days of acknowledgement.
Complaints at this stage will usually be handled by Pinnacle Housing, acting on our behalf, in line with the BluePine Living Complaints Policy.
Our response will set out:
- Our understanding of your complaint
- The decision reached
- The reasons for that decision
- Any actions or remedies to put things right
- How to escalate your complaint if you are not satisfied
Where we are unable to provide a full response within ten (10) working days, we will explain why and confirm a revised timeframe.
A full response will be provided within a maximum of twenty (20) working days from acknowledgement.
Stage 2
If you are not satisfied with the Stage 1 outcome, you can request a review within four weeks of receiving your response. Where a request is received after this period, BluePine Living may decline to escalate the complaint. In such cases, a written explanation will be provided, along with information on the complainant’s right to refer the matter to the Housing Ombudsman.
At this stage:
- We will acknowledge your request within five (5) working days
- Your complaint will be reviewed by someone not involved in the original investigation
- A full written response will be provided within twenty (20) working days
Depending on how your complaint has been handled, the review may be carried out by Pinnacle Housing or BluePine Living, ensuring an independent and fair assessment.
If an extension is required due to complexity or third-party involvement, we will explain the reason and confirm a revised timeframe (up to a further twenty (20) working days where necessary).
Our Stage 2 response will confirm:
- The final decision
- The reasons for that decision
- Any actions to be taken
- Your right to refer the matter to the Housing Ombudsman
Timescales at a glance
- Acknowledgement: within 5 working days
- Stage 1 response: within 10 working days (maximum 20)
- Stage 2 response: within 20 working days (may extend by up to a further 20 where required)
When we may not handle a matter as a complaint
In some circumstances, an issue may not be considered under the complaints process. This may include:
- Issues that have not previously been reported (e.g. new repairs or defects)
- Anti-social behaviour cases (unless relating to how the case was handled)
- Matters subject to legal proceedings or statutory processes
- Insurance or liability claims
- Contractual disputes
- Complaints that have already been fully investigated with no new evidence
- Issues raised more than 12 months after the event (unless there is a valid reason)
Where this applies, we will explain our decision and direct you to the appropriate process. You will also have the right to refer that decision to the Housing Ombudsman.
Independent advice
If you remain dissatisfied after completing our complaints process, you may contact the
Housing Ombudsman Service
The Housing Ombudsman provides free, independent and impartial advice and can investigate complaints.
You can refer your complaint:
- After completing our two-stage process; or
- If eight (8) weeks have passed since your final response
Contact details
Housing Ombudsman Service
PO Box 1484, Unit D
Preston
PR2 0ET
Telephone: 0300 111 3000
Website: www.housing-ombudsman.org.uk