Stage 1

At Stage 1, our Complaints Team will look into your complaint. We will contact you within 5 working days of receiving your complaint. We will explain what we understand your complaint to be, what outcome you are looking for, and which parts of the complaint Hexagon is responsible for.

You will normally receive a full Stage 1 response within 10 working days of your complaint being acknowledged. If the complaint is complex and we need more time, we may need up to 10 more working days. If this happens, we will explain why and tell you about your right to contact the Housing Ombudsman.

Sometimes a member of staff may be able to resolve your complaint straight away when you first contact us. If this happens, the complaint will still be logged and you will receive a written Stage 1 response within 5 working days.

Stage 2

If you are unhappy with all or part of our Stage 1 response, you can ask for your complaint to be reviewed at Stage 2.

Stage 2 is a review of how your complaint was handled at Stage 1. It will not be handled by the same person who dealt with your Stage 1 complaint. We will acknowledge your Stage 2 request within 5 working days.

You will normally receive a full Stage 2 response within 20 working days of your Stage 2 complaint being acknowledged. If the complaint is complex and we need more time, we may need up to 20 more working days. We will explain the reason for taking any extra time and tell you about your right to contact the Housing Ombudsman.

How we put things right

If we find that something has gone wrong, we will take action to put things right. This could include:

• apologising;
• explaining what happened;
• taking action to resolve the issue;
• reconsidering or changing a decision;
• correcting a record;
• offering compensation where appropriate;
• changing a policy, procedure or way of working.

We will tell you what actions we will take and when they should happen. We will not delay issuing a complaint response just because some actions are still outstanding. We will track outstanding actions and keep you updated until they are completed.

Co-ops and Managing Agents

Some homes are managed by a co-operative or supported housing managing agent. If this applies to you, they will usually investigate and respond to your complaint at Stage 1. If you are unhappy with their Stage 1 response, you can ask Hexagon to carry out the Stage 2 review.

Some residents live in homes where a superior landlord or freeholder is responsible for communal or exterior areas. If your complaint is about something they are responsible for, you should usually raise the issue with them first. We will treat their response as your Stage 1 response under our policy. If you are unhappy with their response, you can escalate your complaint to Hexagon at Stage 2. We will review the matter and make reasonable efforts to advocate on your behalf.

The Housing Ombudsman

You can contact the Housing Ombudsman Service for free, independent advice at any stage of your complaint.

You can also contact the Ombudsman if:

• we do not acknowledge or respond to your complaint within our published timescales;
• we refuse to accept your complaint;
• we refuse to escalate your complaint to Stage 2;
• you are unhappy with our final Stage 2 response.

Housing Ombudsman Service
PO Box 1484, Unit D, Preston, PR2 0ET
Telephone: 0300 111 3000
Website: https://www.housing-ombudsman.org.uk/

Accessibility and support

We want our complaints process to be accessible. We can make reasonable adjustments and provide information in accessible formats where needed. Please tell us if you need support to make or manage a complaint.

Complaints Policy

Download our Complaints Policy 2026 for the full details. You can also read our Complaints Handling Code Self Assessment 2025 against the Housing Ombudsman’s Complaints Handling Code, our 2024-25 – Annual complaint performance and service improvement report + Board Response, and our Compensation Policy. 

Hexagon wants you to have your views heard and for our staff to be able to do their jobs effectively. To achieve this, Hexagon occasionally needs to manage the demands put on our service by those who behave in an unacceptable manner. You can read our Managing Unacceptable Behaviour Policy for the full details.