Compliments and Complaints
Our complaints procedure is intended for those times when you feel we have failed to deliver what we should. If our service falls short, you should make a complaint.
A complaint may be made because Sapphire Independent Housing has:
- Provided poor service or failed to provide a service at all.
- Failing to do something that we have an obligation to do.
- Taken too long to deal with a request.
- Sapphire Independent Housing staff have behaved unhelpfully, inappropriately or discourteously.
- Policies and procedures that are wholly unfair or inappropriate
STAIRS
STAIRS stands for Social Tenant Access to Information Requirements which apply to social housing landlords such as Sapphire.
The new rules say that social landlords must publish certain information and respond to information requests relating to how we deliver our social housing activities. From 1 October 2026, social landlords must ensure that they have published information in line with the government requirements.
If you can’t find what you’re looking for, or would like information that isn’t published here, please email Info@sih.org.