If you have received a service from YourMK and are not completely satisfied, it is important you let us know.  Many complaints we can resolve quickly and informally , others may take some time.  To help with letting us know about your complaint, we have a 3 stage process to manage complaints quickly and efficiently.   

Stage 1 – Letting us know (Informal complaint)

If you are dissatisfied with one of our services, you can inform YourMK via e-mail at customercare.miltonkeynes@mearsgroup.co.uk or call us on 0330 123 2522. 

You can also write to us at the following address:

Customer Care Team

YourMK

Cedar House

Woodlands Business Park

Breckland

Milton Keynes

MK14 6EY

We will aim to respond within 5 working days either over the phone or in writing.  Sometimes, this cannot be achieved and if this is the case, we will keep you fully informed.   If you remain dissatisfied following our response, you can ask for the complaint to be moved to Stage 2.  

Stage 2: Escalating your complaint (formal stage)

This stage applies if you have asked for an informal complaint to be escalated as you remain unsatisfied with the response at stage 1, or if you have informed us that you would like your complaint treated formally from the start.

An acknowledgement will be sent to you within 5 working days. You can expect to receive a written response from YourMK within 10 working days. If for any reason we are unable to provide a full response within this time, we will tell you why and when to expect a full response.

If you are dissatisfied with the response received at this stage. you can request for your complaint to be escalated to Stage 3. You must do this within 28 days of the date of receipt of the stage 2 response.

Stage 3: Review of complaint (Final stage) 

A full review of your complaint and the response(s) given will be reviewed by a Senior Manager/YourMK Management Board.

An acknowledgement will be sent to you within 5 working days and YourMK’s final response will be given within 20 working days. If for any reason we are unable to provide a full response within this time, we will tell you why and when to expect a full response.

Still dis-satisfied? Next step

It is our aim to resolve complaints at the the earliest opportunity.  However, if after receiving YourMK’s final response at stage 3, you remain unhappy, you have the right to contact the Housing Ombudsman. 

This is available to tenants and leaseholders who receive our service.

The Housing Ombudsman can be contacted in the following ways:

Housing Ombudsman Service

Exchange tower

Harbour Exchange Square

London

E14 9GE

Phone: 0300 111 300

Email: info@housing-ombudsman.org.uk

Website: www.housing-ombudsman.org.uk