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Our Contractor
If you have a problem with your heating system you should call Robert Heath Heating Ltd on 0800 032 0680
If you have a general enquiry about Gas Safety please contact us on 0845 688 7717
Downland offers a telephone language translation service if required.
Repairs Complaints Procedure [Top]
Initial Stage
For Complaints about Rydon Property Maintenance repairs service please write to the Branch Manager at Rydon Property Maintenance within 7 days explaining the situation. You should receive a written reply from them within 10 working days.
For complaints about Downland Housing Association repairs service please contact the staff member whom you normally deal with. You should receive a written reply from them within 10 working days.
If you are not satisfied with their response, you are able to make a formal complaint.
Formal Complaint [Top]Stage One
You should complete a complaint form available from your local Downland office. Once completed please send to the Manager of the department you are dealing with. A written response will be sent to you within 10 working days.
Stage Two
If you are still not satisfied please write to the Director of Property Services. He will fully investigate your complaint and reply to you within 10 working days of receiving your letter.
Stage Three
If you are still not satisfied please write to the Chief Executive who will look into your complaint. If he/she accepts and upholds your complaint he/she will write to you and let you know. You will be advised in writing within 10 working days.
If the Chief Executive does not uphold your complaint, he/she will refer your complaint to the Association’s Complaints Review Panel, comprising of Board/Committee and/or Members independent of staff and you will be advised when they will consider your complaint. You are entitled to attend this meeting of the panel to present your complaint.