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Our complaints procedure has changed from 1 April 2013. For more information on the new procedure please view our leaflet 'Your guide to making a complaint’.
We have shortened our procedure from three stages to two. We want to ensure complaints are resolved quickly and effectively at the first stage and the focus of our new procedure is on personal contact throughout the complaints process.
From 1 April the Government are introducing a change that affects how people can take their complaints to the Housing Ombudsman.
If you remain dissatisfied with the outcome of your complaint after going through stage 1 and 2 of Radian’s complaints procedure, you can take your complaint to a ‘designated person’. This is defined as an MP, local councillor or tenant panel.
Designated persons may refer you to the Ombudsman, or they may aim to resolve your complaint locally. If you do not wish to go via a designated person, you can take your complaint direct to the Housing Ombudsman, but the new Government guidance states you must wait 8 weeks from finishing our internal complaints procedure before you can do this.
A group of Radian residents are currently discussing setting up a ‘designated tenant panel’ that customers can take their complaint to if they wish, instead of an MP or councillor. More details of this panel will be available soon.