Complaints
We always aim to deliver a service that feels reliable and supportive, but we understand that things don’t always go to plan.
When something hasn’t met your expectations, we want you to feel comfortable letting us know so we can address it properly. This page explains what counts as a complaint, how to raise one, and what happens once it reaches us, so you know exactly what to expect.
How complaints can be made
You can make a complaint in the way that feels easiest for you, whether that’s in writing, by email or over the phone. Our contact details are available below and in our complaints policy, and if someone is supporting you through the process, we’ll ensure everything is handled clearly and with care.
By phone:
0345 030 6546
In writing:
Customer Service Pathways,
c/o Lloyds Living,
X+Why, 100 Embankment,
Cathedral Approach,
Salford, M3 7FB.
What is a complaint?
We define a complaint as an expression of dissatisfaction, however it is made. This could relate to the standard of service you’ve received, an action we’ve taken, or something we’ve failed to do. It may involve Pathways directly, a member of our team, or someone acting on our behalf, and it can affect an individual or a group of customers. Whenever you expresses dissatisfaction, we will give you a choice to make a complaint.
Our full complaints policy can be found on the Customer Policies page.
How complaints will be handled
We use a clear, two-stage complaints process to make sure concerns are reviewed fairly and thoroughly.
When your complaint comes in, we’ll acknowledge, define and log it at Stage 1 within five working days. We’ll take a moment to make sure we’ve understood what’s gone wrong and what you’d like to see happen, and we’ll get back to you if we need anything clarified. We’ll also explain what elements Pathways are not responsible for where applicable.
We’ll then provide a written response within 10 working days of receiving your complaint. This response will be shared once we have a clear answer for you, even if some actions are still being worked through, so you’re not left waiting without an update.
The response will explain:
- The complaint stage
- Our understanding of the complaint
- Our decision and the reasons behind it
- How we plan to put things right
- Any outstanding actions.
In some situations, we may need a little more time to look into things properly. If that’s the case, we’ll always explain why and let you know exactly when you can expect a response. Any extension will be kept to a minimum and will not go beyond a further 10 working days unless there is a clear and valid reason.
We will reply to the complaint once the answer to the complaint is known and not when the outstanding actions required to address the issue are completed. We will continue to track outstanding actions and carry them out promptly, providing appropriate updates to you.
Where a resident raises an additional complaint during an investigation, these must be incorporated into our stage 1 response if the matters are related and the stage 1 response has not already been issued. Where the stage 1 response has been issued, the new matters are unrelated to the issues already under investigation or where it would unreasonably delay the response, the new issues must be logged as a new complaint.
If the Stage 1 response hasn’t resolved things for you, you can ask for your complaint to be reviewed at Stage 2, unless an exclusion applies. At this stage, your complaint will be looked at by someone who was not involved in the earlier review, so it receives a fresh and independent perspective.
We’ll define, log and acknowledge your Stage 2 complaint within 5 working days.
You’ll then receive a written response within 20 working days.
That response will include:
- The complaint stage
- Our understanding of the complaint
- Our decision and the reasons for it
- How we plan to put things right
- Any outstanding actions
- Details of how to contact the Housing Ombudsman if you remain dissatisfied.
If we need more than 20 working days to respond, we’ll let you know why and agree a revised timeframe with you. If a response is likely to take longer than 20 extra working days, we’ll discuss this with you directly. Where we’re unable to agree an extension, we’ll share the Housing Ombudsman’s contact details so you can raise any concerns.
If we decide that a complaint cannot be escalated to Stage 2, we’ll explain our reasons clearly in writing and confirm your right to contact the Housing Ombudsman if you wish to take things further.
Who can make a complaint?
We accept complaints from:
- Customers, including tenants, leaseholders and shared owners
- Anyone who receives, is affected by, or may receive a service from Pathways.
You can raise a complaint yourself or ask someone to act as your advocate. This could be a friend, a family member or an organisation such as Citizens Advice. Where a complaint is submitted through an advocate, we’ll usually ask for written consent so we know you’re happy for them to act on your behalf. If correspondence comes from a Councillor, MP or recognised advocacy service, consent will be assumed.
An advocate can support you throughout the complaints process if you wish and will be handled in line with our Complains Policy.
Housing Ombudsman Service
Pathways is committed to handling complaints fairly and in line with the Housing Ombudsman’s Complaint Handling Code. You can view the code here.
To make a complaint to the Housing Ombudsman, customers can click on this link to complete an online form. Alternatively, you can get in touch with the Housing Ombudsman Service by phone (during the hours listed below), email or in writing using the details below:
Monday, Tuesday, Wednesday, Friday 09:00am – 17:00pm.
Thursday 09:00am – 15:30pm (lines are closed for staff training every Thursday from 15:30pm to 17:00pm).
Phone: 0300 111 3000 (Calls are recorded for training and monitoring purposes).
Email: info@housing-ombudsman.org.uk.
In writing:
Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET.
Please note the Housing Ombudsman Service will usually expect you to have followed Pathways complaints process before they can review your complaint.
Reporting
To view our HOS Complaints Self-Assessment and our Annual Complaints Performance and Service Improvement Report please visit our company documents webpage here. These two documents will be available from 2027.
Have a
question?
If you have a question about Pathways, take a look at our Pathways FAQs section. If you’d like to talk to a member of our team, email us at pathways@lloydsliving.co.uk or call us on 0345 030 6546 and let us know how we can help.