2. Our Complaints Procedure & What Happens Next

We aim to resolve complaints quickly and fairly, following a structured process.

• Stage 1: Acknowledgment & Initial Review

  • You will receive an automatic email confirmation that we have received your complaint.

  • A dedicated case handler will be assigned and will contact you within 3 business days to discuss your concerns.

• Stage 2: Investigation & Formal Response

  • We aim to provide a full resolution or a formal response in writing within 10 business days of receiving your initial complaint.

  • We may request further information during this time.

• Stage 3: Escalation (If You Are Unhappy)

  • If you are not satisfied with our final response, you can request an internal escalation to a senior manager or director.

  • After exhausting our internal process, you have the right to refer your complaint to an independent external body, such as the Housing Ombudsman Service or our registered body, TrustMark, if the issue relates to a scheme installation.

 

 

3. Alternative Contact Methods

While the form above is the fastest way to log your issue, you can also reach us via:

• Email: Send details directly to contact@hpohomes.com.

• Phone: Call our customer service team at 01543 399459.

• Post: Write to us at our registered office address: HPO Homes Ltd, Belmont Suite, Stowe House, St Chads Road Lichfield, United Kingdom, WS13 6TJ

 

4. Relevant Policies

• Link to HPO Homes full Complaints Handling Policy

• Link to HPO Homes Privacy Policy

• TrustMark Code of Conduct