Comments, Complaints, and Compliments policy

Last updated - 17 January 2018

We welcome feedback on our services, whether positive or negative.
We will actively listen to you to resolve the complaint. Effective handling of complaints increases customer confidence and satisfaction and provide valuable insights into what we do well and where we need to improve.


Anyone can make a comment to highlight an area of strength or weakness. Comments are used to continuously improve our service.


You can make a compliment if you have a relationship with Genesis. Compliments are passed on to the relevant staff manager and their line manager and are used to identify areas of good practice.


If you receive a service from us, you can make a complaint. Complaints can be made on our website or by email, letter, phone, fax or in person. The email address is

You must make your complaint within six months of the matter occurring, unless it has only recently become known or concerns an on-going delay. We will try to deal with the issue right away. If we're unable to resolve the matter, a formal complaint will be logged and investigated by the relevant member of staff.

We expect to resolve most complaints within ten working days, but sometimes we will have to agree a longer timescale. We respond to all formal complaints in writing within 20 working days. Our response outlines any future action to be taken if resolution within that timescale has not been possible.


If you believe that we have not provided you with an adequate response, or believe that our response is wrong, you can make an appeal. After we establish the reason for the appeal, we will either investigate it further or advise that no further action will be taken.

If you are unhappy with the response and the complaint has reached the final stage of our procedure, you can request a referral to the Housing Ombudsman by a designated person or contact them directly eight weeks after our final response.


Where we have failed to fulfil a service obligation, we consider making an offer of compensation. However, these are only considered where no practical action can be identified to remedy the situation.

We consider financial compensation where:

  • We have failed to follow our published policies
  • There have been unreasonable delays against our service standards

Read our Compensation policy for more information and a summary of payments that we consider making.