We are committed to delivering our services to the satisfaction of our customers. Your opinions are important to us because we use them to improve our services to the community, and investigate and respond to any issues of concern.
We are interested in hearing:
Compliments that praise or commend any aspect of our services or performance
Complaints or expressions of dissatisfaction, or unmet expectations, with any aspect of our services or performance; and
Suggestions on how we might improve our services or performance.
How do I make a compliment, complaint or send feedback?
You can make a compliment, complaint or send feedback by:
Telephoning our Customer Service Team on 1800 603 300
Visiting one of our local offices and speaking with an employee or using one of our feedback kiosks
Sending a letter to: Housing Plus, PO Box 968, Orange, NSW 2800
When we receive a formal complaint, we will acknowledge it within seven working days and refer it to the relevant manager.
It is our aim to investigate and resolve all complaints within 21 working days; however, there may be occasions where we are unable to resolve a complaint within this timescale. If this is the case, we will contact you by telephone, or in writing, advising of the delay in resolution of your complaint and any action to be taken.
If you are not satisfied with our response to your complaint or wish to appeal a decision, you can choose to escalate your complaint to our Chief Executive Officer (CEO). Complaints that are escalated to the CEO will be resolved within 10 working days. Simply mark your complaint for the attention of the CEO and contact us using the above details.
What if I am still not happy with the outcome of the complaint?
You may refer the matter to the Registrar of Community Housing.
The Registrar investigates complaints that raise concerns about a registered community housing provider’s compliance with the Regulatory Code under the Housing Act 2001 (NSW) and Housing Regulation 2009. The Registrar does not investigate complaints that raise concerns about individual tenancies.
Housing Plus is a progressive social enterprise that re-invests ALL profits back into improving social outcomes for individuals and communities in regional NSW. Housing Plus is a registered not-for-profit company limited by guarantee, and is a Tier 1 accredited community housing provider.
Suite 8, Level 2, 113 Byng Street
Orange NSW 2800
PO Box 968 ORANGE NSW 2800