Complaints & Compliments

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We welcome both complaints and compliments, and use your feedback to improve our services and recognise what we do well.

How to Leave a Compliment

Finding out what we do well (compliments) means we can try to do more of the good things.

How to Leave a Complaint

Stage 1

If this timeline is not possible AHS will request an extension of no more than 10 working days agreed by you.

Stage 2

If this timeline is not possible AHS will request an extension of no more than 20 working days agreed by you.

Housing Ombudsman

If you are unhappy with AHS and how we dealt with your complaint internally at stage 1 & 2, you can then contact the housing ombudsman,

There are 2 stages to their complaints policy that use the same timelines as above.

Finding out what we don’t do will (complaints) means we can look to change this and do it better.

How do you feel about AHS?

Tell us how you feel about AHS’s complaints procedure

You have chosen to tell us that you are ‘satisfied’:

You have chosen to tell us that you are ‘okay’:

You have chosen to tell us that you are ‘unsatisfied’:

Annual Complaint Handling Service Improvement Plan

Governing Body Response to the Performance of Complaints

Self Assessment Form

Fire Safety

Basic Fire Safety Tips:
+ Test your smoke alarms monthly to make sure they are working.
+ Keep hallways, stairways, and exits clear of clutter.
+ Do not overload plug sockets or use damaged electrical cables.
+ Always switch off cooking appliances after use.
+ Never leave candles or open flames unattended.

When to Report to AHS:
+ If your smoke alarm is not working and replacing the battery does not help.
+ If you notice faulty wiring, burning smells, or sparking outlets.
+ If fire doors do not close properly or are damaged.

How We Can Help:
When you report a fire safety concern, our team will arrange an inspection and ensure that the necessary repairs or replacements are carried out promptly. We will work with you to make sure your home remains compliant with fire safety standards.

Closing:
Your safety is our priority. Following basic fire safety steps protects not only your home but also your neighbours. If you have any concerns, don’t wait — contact Auckland Home Solutions for support and guidance.

How to Deal with Damp & Mould in Your Home

Damp and mould are common issues in homes, but if left untreated, they can affect your health and damage your living space. At Auckland Home Solutions, we want to help you understand the causes of damp and mould, and what you can do before requesting a repair.

Causes of Damp & Mould:
+ Poor ventilation in rooms like kitchens or bathrooms.
+ Condensation from drying clothes indoors.
+ Leaks or damage to pipes, roofs, or windows.

Steps You Can Take:
+ Open windows regularly to allow fresh air to circulate.
+ Wipe away moisture from windows and walls.
+ Keep furniture slightly away from walls to improve airflow.
+ Avoid drying clothes directly on radiators.

When to Report to AHS:
+ If mould continues to return after cleaning.
+ If you see large patches of damp spreading on walls or ceilings.
+ If there is a leak you cannot stop.

How We Can Help:
When you report damp or mould, our repairs team will assess the property, identify the cause, and arrange the necessary repair work to resolve the issue safely.

Closing:
Your home should be safe, comfortable, and healthy. If you are worried about damp or mould, don’t wait — follow the steps above and contact us for further support.

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