Complaints
What is a complaint?
A complaint is:
“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Muircroft Housing Association, its own staff, or those acting on its behalf, affecting an individual
tenant or group of tenants.”
This definition is set by The Housing Ombudsman in their Complaint Handling Code. You can access the code here: The Complaint Handling Code | Housing Ombudsman Service
Who can make a complaint?
Under The Complaint Handling Code, the following can make a complaint about our services:
- Any tenant of the association.
- Any ex-tenant of the association who was a tenant at the time the matter complained of arose.
- Any applicant for housing with Muircroft.
- Representative
A complaint may also be made by a representative of the people above, who is authorised by them to make a complaint on their behalf.
How to make a complaint:
Complaints can be made to us in the following ways:
- In writing: Muircroft Housing Association, Muir House, Beaulieu Road, Dibden Purlieu, Southampton, SO45 4NY
- By Email: Complaints@muircroft.co.uk
- Suggestion Boxes: Written complaints can be posted in Suggestion boxes at the Schemes, which are checked weekly.
- Verbally: Verbal complaints may be made by telephone to 02380 849481.
- In person: Complaints can also be made to any of the association’s staff at any premises of Muircroft.
You can access our Complaints policy here: Complaints Policy 2025
The Chairman of the Board of Management of Muircroft Housing Association is the appointed Member Responsible for Complaints (MRC) under the Complaint Handling Code.
Each year the MRC produces a report setting out Boards response to complaints handling and overall performance against the Complaint Handling Code.
The report covering 2025 can be accessed here:
Complaints handling and Performance Summary from the MRC
The Annual Complaints Performance and Service Improvement Report is reported to our People Committee. The Board of Management response to the Annual Complaints and Service Improvement is as folows:
"The People Committee has reviewed the Annual Complaints Performance and Service Improvement Report produced by the Member Responsible for Complaints, our Chairman, Jean Adams. We remain committed to ensuring that all tenants concerns and expressions of dissatisfaction are captured by our Complaints process. We are also confident that we are continuing to provide excellent services, as evidenced by our Tenant Satisfaction Measures".
You can read our self assessment against the Complaint Handling Code here: Complaints Handling Self-Assessment for 2025 - Muircroft Housing Association - Completed Februray 2026