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Complaints procedure

Updated in April 2019.

South Cambs Limited trading as Ermine Street Housing (ESH, we or us) is committed to treating you fairly and providing a high level of service; if you are not satisfied with any aspect of our service, please send your complaint in writing to the contact details provided below. Your complaint will be dealt with according to this complaints procedure (the Procedure).

1. Identifying your complaint

1.1 Should you be dissatisfied with any aspect of our service, policies, actions or decisions, including but not limited to:

1.1.1 failure to respond to initial enquiries;

1.1.2 staff unhelpful or not polite;

1.1.3 failure to meet customer service promises;

1.1.4 unclear, misleading or unsuitable advice;

1.1.5 policies or procedures; and

1.1.6 dissatisfaction in respect of actions or decisions, please let us know.

1.2 A request for a service or a mere enquiry will not be deemed to be a complaint and will not be dealt with in accordance with this Procedure.

1.3 There are some instances when we will not deal with your issue via the complaints process including:

1.3.1 if your complaint relates to a legal matter which is already being dealt with by a solicitor; or

1.3.2 if the complaint relates to any agent acting on behalf of ESH, for example an agent we have employed to manage a building or advertise, market and let a property, as you may be advised to proceed through the agent’s complaint handling process in the first instance, before we will consider the matter.

2. Managing your complaint

2.1 This Procedure and any associated internal procedures aim to ensure that you are kept informed throughout the following three complaint handling stages:

2.1.1 Stage 1 - Dealt with at Officer/Team Manager level;

2.1.2 Stage 2 - Dealt with at Senior Manager/Director level; and

2.1.3 Stage 3 - Review Panel made up of at least three directors from the company’s Board of Directors.

2.2 Should the above three stages be exhausted, you may have the option to refer your complaint to The Property Ombudsman.

2.3 The Property Ombudsman can be contacted via email at or by post at The Property Ombudsman, Milford House, 43-55 Milford Street, Salisbury, Wiltshire, SP1 2BP, telephone number 01722 333306 or via their website.

2.4 ESH will acknowledge all complaints within five calendar days and seek to resolve issues within 14 calendar days, however, if the complaint will take longer to resolve you will be provided with an estimate of how long it will take to provide you with a response.

2.5 You will be kept informed throughout the process and if any other statutory or regulatory timeframes apply in respect of a particular complaint.

2.6 ESH will use the outcome of complaints and comments and the actions that have been taken as a consequence as a positive method of improving its service.

2.7 Email will be considered to be an appropriate correspondence medium for acknowledging complaints and in some cases providing a full reply.

3. Vexatious, serial or recurring complaints

3.1 It is recognised that some customers will not or cannot, accept that ESH is unable to assist them further in respect of a complaint.

3.2 Ongoing demands may impact substantially on our work by taking up excessive staff time to the disadvantage of other customers or functions.

3.1 Internal procedures are therefore in place to ensure that complaints can be identified as vexatious or persistent and that they are dealt with clearly and consistently.

4. Equalities

4.1 Where appropriate and possible ESH will provide support to complainants with particular challenges such visual or hearing impairment, learning difficulties, where English is not the first language and any other disability that may affect the understanding of this complaints policy.

4.2 When implementing the complaints policy and procedures we will ensure that we will comply with the Equality Act 2010.

4.3 Through implementation of this Procedure, we do not discriminate on the grounds of any protected characteristic namely: age; disability; gender; gender reassignment; marriage and civil partnership; maternity; race and ethnicity; religion or belief; and sexual orientation.

5. Making a complaint

5.1 Should you decide to make a complaint, (or alternatively, provide us with any positive feedback), please direct your comments in writing to Duncan Vessey by email:

5.2 Or by post at to: South Cambs Limited, South Cambridgeshire Hall, Cambourne Business Park, Cambourne, Cambridge, Cambridgeshire, CB23 6EA, telephone number: 01954 713099


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About us

We pride ourselves on offering competitive market rents and the security and comfort of long term tenancies if you need it.

At Ermine Street Housing we believe in putting our customers at the heart of everything we do.

Duncan Vessey, Head of Ermine Street Housing

Ermine Street Housing

South Cambridgeshire Hall

Cambourne Business Park


CB23 6EA



Contact us

For more information about what we do, please get in touch and someone will be able to help you.