How To Make A Complaint

Independent and fair support when raising a complaint

When to Contact the Ombudsman

You have the right to contact the Housing Ombudsman at any point, but the help they provide depends on where you are in the complaints process

For Advice and Guidance

You can contact them at any time while your complaint is ongoing. They can support you to resolve the dispute with us locally.

For a Formal Investigation

Usually, the Ombudsman will only investigate a case formally after you have completed our internal complaints process (Stage 1 and Stage 2) and received our final decision letter.

For Advice and Guidance

You can contact them at any time while your complaint is ongoing. They can support you to resolve the dispute with us locally.

For a Formal Investigation

Usually, the Ombudsman will only investigate a case formally after you have completed our internal complaints process (Stage 1 and Stage 2) and received our final decision letter.

The Complaint Handling Code

We are committed to handling your concerns effectively. To ensure we do this, we strictly follow the Housing Ombudsman’s Complaint Handling Code. This code sets out good practice that allows landlords to respond to complaints effectively and fairly.

We review our performance against this Code annually to ensure we are meeting the highest standards.

Making a Complaint

If something has gone wrong, you have the right to raise a complaint. We want to make the process clear, fair, and easy to follow.

All complaints are handled in line with our complaints procedure and reviewed carefully to understand what happened and how it can be put right. Complaints also help us improve our services for everyone.

Raising a complaint will not affect your tenancy or the support you receive. We encourage you to speak up so we can address concerns promptly and fairly.

Need Help Today?

Our team is here to support you. If you have questions about your tenancy, repairs, or our services, please get in touch.

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.