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Complaints 2025

At Excel Housing Solutions we are committed to providing an excellent customer service and we welcome all feedback from our customers. If you are pleased with our services, please let us know. We will use the information to thank our staff teams.

We recognise however that sometimes things go wrong. If you are dissatisfied with something we have done or not done, or with the level of service you received, we want to know so we can investigate what’s happened and try to put things right. This also gives us the chance to learn and improve our services.

If you are unhappy with our service and you want to make a complaint, we have a two stage complaints process which is outlined here. You can also read our complaints policy for further information.

You should raise the complaint with us as soon as possible and within 12 months of the issue occurring. We will not normally investigate a complaint that happened more than 12 months ago.

Our complaints policy can be found by clicking here.

  1. We have recently completed a self-assessment of the Housing Ombudsman Complaint Handling Code. To view it, please click here.
  2. Visit the Housing Ombudsman
  3. When publishing the self-assessment as part of the annual complaint and service improvement report, landlords must include the governing bodies response to the report, click here to see the response.
  4. Please click here to see a copy of our 2025 Complaints Handling Performance and Improvement report.
  1. Using our online contact form
  2. By telephone to 0151-329-2772
  3. In writing to; HR Manager, Excel Housing Solutions, Unit 6b, Vesty Business Park, Vesty Road, Bootle, L30 1NY
  4. In person at one of our services.
  5. Through an advocate (with written consent)
  6. By e-mail to admininfo@excelhousingsolutions.org.uk
  7. By contacting us on social media
  8. Informing any member of the staff team

If you are unhappy with our service and you want to make a complaint, we have a two stage complaints process which is outlined here.

Stage 1 Process

Excel Housing Solutions will:

  • Try to resolve the problem the first time you contact us.
  • Refer the complaint to a Service Manager who will contact you in writing within 5 days of the complaint.
  • Respond to your complaint in full within 10 working days or will let you know how much additional time we may require investigating the complaint.
  • Apologise and say how we will put things right if the investigation shows that we have done something wrong.

If the complaint is not resolved to your satisfaction or you are unhappy with how it has been handled you can request a review, it will then progress to Stage 2.

Stage 2 Review Process

Excel Housing Solutions will:

  • Refer your dissatisfaction to a Senior Manager who will start the Stage 2 review process.
  • Will arrange for a Senior Manager to contact you in writing within 5 working days to confirm the review process.
  • Will consider any additional evidence provided.
  • Will respond in full with our decision within 20 working days of the date of receipt of the request to move to stage 2 review.

To make a complaint, or to request a review of a stage 1 complaint please complete the complaint form here and submit it, a member of staff will contact you to discuss the complaint within 5 working days.

If we are unable to resolve your complaint, or at any point during the handling of the complaint, you can contact The Housing Ombudsman directly for advice and assistance. They can help and give advice throughout the complaints process.

The Housing Ombudsman Service can be contacted:

Online by clicking here

The Housing Ombudsman Service
PO Box 152
Liverpool
L337WQ

  • Tel: 0300 111 3000
  • Fax: 020 7831 1942

Email-info@housing-ombudsman.org.uk

You can register your complaint using the form at the bottom of this page.

Make a complaint