Training Example: Alliance Homes – Review the Data, Give Your Score & Compare to the Real AI Evaluation

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[H3] Report a repair
Report

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[H3] Pay rent online
Make a payment

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[H3] Complaints and compliments
Share your feedback

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[H3] Report anti-social behaviour
Report ASB

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[H2] Get it done, with Connect
Our customer portal gives you instant access to many of our services any time you want. If you haven't signed up yet message us in LiveChat.

Find out more

[H2] Our latest news

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News
11 June 2026
[H3] Alliance Homes launches new support project for young adult carers in North Somerset
During Carers Week, Alliance Homes has announced the launch of a new service to support young adult carers (YAC) in North Somerset. The initiative forms part of the housing association’s existing Carers Support Service.
Continue reading

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News
21 May 2026
[H3] Alliance Homes recognised as one of the UK’s best workplaces for development
Alliance Homes has been named as one of the UK’s Best Workplaces for Development™ 2026 by Great Place To Work®, the independent workplace culture and certification body.
Continue reading

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News
19 May 2026
[H3] Neighbourhood feels safer after Community Safety team resolves ASB case
“I feel more relaxed, I’m sleeping better, and I’ve been able to catch up with my neighbours and sit outside again,” says Mandy, an Alliance Homes customer, after anti‑social behaviour (ASB) at her home was brought to an end.
Continue reading

View all news

[H2] Connect, the easy way to manage your account online
Connect is our customer portal that's designed to save you time, by putting our services at your fingertips. It gives you 24/7 access to a range of our services, from anywhere and all without needing to call us.

Log into Connect

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[H2] Multi-Factor Authentication on Connect.

[H1] We're enhancing your security - here's what you need to know
To make your access even more secure, from 28 May we’re introducing multi-factor authentication. It’s a simple step that adds extra protection without changing how you use the portal.
What’s multi-factor authentication?
Multi-factor authentication (MFA) is a security feature that requires you to verify your identity using two methods before accessing your account. They are
Your password
Plus another method, this could be your phone, email or an authenticator app
Why multi-factor authentication is important
Cyber threats are becoming more common and more sophisticated. Passwords still work, but something stronger is better. Adding MFA is a simple step that makes your account much safer.
How to set up multi-factor authentication
MFA will go live on 28 May. When you log in, on or after that date, you will be asked to set it up. The process only takes a few minutes and all you have to do is follow the steps on the platform. If you want a step-by-step overview, take a look at our process in the below FAQs or if you need help you can contact us.

[H2] Multi-Factor Authentication FAQs

How do I set up multi-factor authentication?

When you next log in you’ll be prompted to set up MFA in one of three different ways, they all make your account even more secure. Here’s an overview of the procedure.
Option 1: Set Up MFA Using SMS (Text Message)
Choose “SMS” as your method.
Enter your mobile phone number.
Click Send Code.
Enter the code you receive via SMS.
Confirm to complete setup.
Option 2: Set Up MFA Using Email
Choose “Email” as your verification method.
Enter your email address (if not already linked).
Check your email inbox for the verification code.
Enter the code in the setup screen.
Confirm to complete setup.
Option 3: Set up MFA using a one time pass word on an authenticator app
This option works best if you have Connect open on a desk top and the app on a separate device.
If you don’t already have one, you’ll need to first install an authenticator app, popular secure apps include:
Microsoft Authenticator
Google Authenticator
Authy
Setup steps:
Choose “One time password”
A QR code will appear on screen.
Open your authenticator app on your phone.
Tap Add account (or “+” icon).
Scan the QR code with your phone camera.
A 6-digit code will appear in the app.
Enter that code into the website to verify.
Complete setup.

Do I have to set one up?

This is a security requirement.

How often will I need to got through the MFA process?

You’ll need to set this when you first log in after 28 May, you can avoid having to do it every time after that by ticking ‘Trust this device’ during the verification process, you’ll then only need to provide MFA process once every 90 days.

What should I do if I don’t receive the code?

Wait a few minutes as this may be signal related if you still don't receive anything, retry using the same method or a different one.

How long do codes last?

Codes are only valid for five minutes.

What do I do if I can’t access my phone, email or authenticator app in the future?

Contact us and we can reset your MFA set up.

Can MFA be hacked?

Although it is possible, it’s much harder to get into an account which requires MFA than one without it.

[H2] How to register for Connect
If you'd like to register for Connect, contact us through Live Chat.

[H2] How to register with Connect and complete a 'Pre-tenancy assessment'
If you're applying for one of our homes, this video will guide you through both the registration and assessment process.

[H2] What can you do in Connect?
When you log into Connect you'll find useful information and tools that are set up for you to use. With Connect you can...

Check your rent account

Need to check your rent balance? With Connect it’s easy. Log in and have access to your rent balance 24/7.

Pay your rent

Pay your rent or charges anytime, anywhere. Connect has an easy, secure payment system built in.

Report a repair

Request a repair at any time of day. With Connect you’ll be guided through our online repairs reporting system where you’ll be able to schedule your repair. If your boiler breaks down at midnight you can log it immediately.

Manage your appointments

We know that life can get busy sometimes. If you’ve got a repair or service appointment coming up that you can’t make, it’s now possible to reschedule it in Connect. All you need to do is, log in, find your appointment details and if this option is available, then select, ‘reschedule’. You’ll then see the open slots that you can choose from.

View your information

Need to see your documents? You can access your tenancy documents, personal information, past rent statements and the energy performance certificate of your home. Log in and it’s all accessible to you at the click of a button.

Talk to us

If you want to ask us something we’re available in Connect through Live Chat. You can also access a personal inbox where you will be able to send and receive messages with a member of our team.

Apply for a home

If you're applying for one of our homes, you can register for connect using the link we'll send you and then you can easily manage and complete your application online.

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[H2] Connect is now available as an app

[H1] Search for the Alliance Homes app in your app store
Keep Connect at your fingertips by downloading the app. You get all the same functionality - but with easier access on your phone or tablet. To download the app, simply choose from one of the options below.
Google Play
Apple App Store

"Connect, makes life simple, it couldn't be easier"

Samantha, Connect user

[H3] We’re still here if you need to speak to us
Our customer contact team is still available to support you message us on Live Chat or call us on 03000 120 120.

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[H3] Connect FAQs
Your Connect questions answered.
View

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[H3] Connect customer testimonials
We gave HIVE, our customer community, early access to Connect and asked what they thought.
View

[H6] Page 1 of 14

[IMG: YAC Together]

News
11 June 2026
[H3] Alliance Homes launches new support project for young adult carers in North Somerset

During Carers Week, Alliance Homes has announced the launch of a new service to support young adult carers (YAC) in North Somerset. The initiative forms part of the housing association’s existing Carers Support Service.
Continue reading

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News
21 May 2026
[H3] Alliance Homes recognised as one of the UK’s best workplaces for development

Alliance Homes has been named as one of the UK’s Best Workplaces for Development™ 2026 by Great Place To Work®, the independent workplace culture and certification body.
Continue reading

[IMG: 20260320 133503]

News
19 May 2026
[H3] Neighbourhood feels safer after Community Safety team resolves ASB case

“I feel more relaxed, I’m sleeping better, and I’ve been able to catch up with my neighbours and sit outside again,” says Mandy, an Alliance Homes customer, after anti‑social behaviour (ASB) at her home was brought to an end.
Continue reading

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News
14 May 2026
[H3] Hoarding Awareness Week

Alliance Homes is supporting National Hoarding Awareness Week (11 – 15 May 2025). The awareness week aims to help people understand hoarding better, reduce the stigma and signpost them to support.
Continue reading

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News
26 Mar 2026
[H3] Alliance Homes announces Charity of the Year 2026/27: The Grand Appeal

We’re delighted to announce that The Grand Appeal has been selected as Alliance Homes’ Charity of the Year for 2026/27, following an incredible response to this year’s nominations and voting process.
Continue reading

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News
16 Mar 2026
[H3] Construction starts on 32 affordable homes at Valley Oaks in Winscombe

Construction is now officially underway at the Valley Oaks development in Winscombe, where much-needed new affordable homes will be delivered for local people.
Continue reading

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News
11 Mar 2026
[H3] North Somerset MP impressed with new affordable homes in Nailsea

North Somerset MP Sadik Al‑Hassan visited Alliance Homes’ newly completed Elm Grove development in Nailsea to see first‑hand the difference high‑quality, secure and affordable homes can make for local people in housing need.
Continue reading

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News
25 Feb 2026
[H3] Charity of the Year - Voting now open

It’s time to help choose which charity we’ll be supporting as Alliance Homes’ official charity of the year.
Continue reading

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News
19 Feb 2026
[H3] Introducing our new Customer Golden Rules

How we listen, how we respond, and how we put things right shapes your experience of our services and defines who we are as an organisation. We want every interaction you have with us to be consistent.
Continue reading

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[H2] Making a complaint, comment or compliment
Customer feedback is important to us. Alliance Homes are committed to providing great service to our customers but recognise that, on occasion, customers may complain about the service they have received. When this happens, the way we manage, resolve, and learn from our mistakes is critical to improving the way we deliver our services to our customers moving forward.
We encourage feedback from our customers, and when things go wrong, we will listen, resolve things quickly and make sure we clearly explain the decision we have made.
We welcome your views and opinions on how to improve our services together with praise when colleagues do things well.
Read our Complaints Policy for more information about how we handle complaints.
[H3] How to raise a complaint
You can raise a complaint by calling us on 03000 120 120 and speaking to a member of our contact centre.
If you're an Alliance Homes customer, you can raise and monitor your complaint through Connect, our customer portal.
You can also report complaints through the following channels:
Email: Contact us at act@alliancehomes.org.uk
Online webform: Raise a complaint by completing our 'contact us' online form.
Live chat via our website: Available from 8.30 am - 4.30 pm, Monday to Friday
Social media: Direct messaging us on Facebook, X (formerly Twitter) or Instagram.
Post: Alliance Homes, 40 Martingale Way, Portishead, BS20 7AW
HIVE: Our online community, find out more here.
In person: by visiting our reception at our head office in Portishead or by speaking to any of our colleagues.
We handle all our complaints in accordance with the Housing Ombudsman, you can read more about this at the bottom of the page.
[H2] How we manage complaints
You can find full details of our procedure in our Complaint Handling Procedure.
All complaints will be acknowledged, defined and logged within five working days of being received and thereafter processed as quickly as reasonably possible, and within the timescales stated in the Complaints procedure.
We have a two stage complaints procedure to manage matters where customers are dissatisfied with their outcome.
[H3] Stage 1
At stage 1 of the complaints policy the complaint will be investigated by a Customer Complaints Investigator. We will communicate with you through your agreed method of communication and if required may arrange to meet you in person to resolve efficiently.
All complaints will be acknowledged, defined and loggedwithin five working days of being received and thereafter processed as quickly as reasonably possible, and within the timescales stated in the Complaints procedure.
When acknowledging a complaint, Alliance Homes will set out in writing our understanding of the complaint, the outcome you are seeking and set out any aspects of the complaint that Alliance Homes is or is not responsible for. If there is any aspect of the complaint that is unclear a member of the complaints team will ask you for clarification.
You will receive a full response to your stage 1 complaint within 10 working days of the complaint being acknowledged.
The response will be provided to you when the answer is known, not when all outstanding actions are completed.
If a complaint or appeal cannot be resolved within the initial 10-day investigation period, you will be contacted to update you on progress, explain what actions remain to be taken, and agree an extension of no more than 10 additional working days for those actions to be completed. Any further extensions will only be requested if there is a good reason.
If you remain unhappy after Stage 1 of the complaints process, or any agreed actions have not been completed satisfactorily then you may ask us to escalate to a Stage 2, this should be requested within 10 working days where possible
[H3] Stage 2
The stage 2 is coordinated by our Customer Complaints Manager. A full investigation will be undertaken and a complete review of the previous response and subsequent actions of stage 1. To provide a quality check of the complaint and the proposed solution, the matter will be reviewed at a case conference, this will include a group of managers and senior managers who look at all complaints to ensure they have been fairly and consistently handled.
The Customer Complaints Investigator who completed the stage 1 investigation will be invited to attend the beginning of the case conference to discuss what actions they have investigated and how they came to their conclusion and will then be asked to leave the meeting, this is to ensure fairness and to remain independent.
Any stage 2 complaints will be acknowledged, defined, and logged within 5 working days of an escalation request.
When escalating a complaint, Alliance Homes will set out in writing our understanding of the complaint, the outcome you are seeking and set out any aspects of the complaint that Alliance Homes is or is not responsible for. If there is any aspect of the complaint that is unclear the Customer Complaints Manager will ask you for clarification. You will not be required to provide reasons for requesting your complaint to be escalated to Stage 2.
A final response will be given after the stage 2 acknowledgement has been given and this will be within a 20-working day period.
If we are unable to resolve the stage 2 complaint within these timescales, you will be contacted to update you on progress, explain what actions remain to be taken and the reason why the extension is needed, and then agree an extension of no more than 20 additional working days for those actions to be completed.
Any further extensions will only be requested if there is a good reason.
The response will be provided to you when the answer is known, not when all outstanding actions are completed.
You will also be given the opportunity to comment on any adverse findings before we determine our final response, this will happen within the 20 working days timescale. We will then further consider any comments made . We will then confirm our response to you.
If a complaint falls outside of any of these timescales, we will agree with you suitable intervals to update you on your complaint.
Stage 2 is Alliance Homes final response to the complaint, if you remain unhappy after this stage the next steps are to contact the Housing Ombudsman.
You may also approach the Housing Ombudsman at any stage of the complaints process if the extension timescales of a complaint exceed those stated in the Housing Ombudsman’s Complaint Handling Code.
[H3] If you remain unhappy with our response
The role of the Housing Ombudsman is to resolve complaints between landlords and residents. This includes investigating the complaint independently to decide if the landlord or managing agent has acted appropriately, along with making decisions around compensation or other remedies if needed. The Housing Ombudsman support effective landlord and resident dispute resolution.
Customers can approach the Housing Ombudsman regarding enquiries and advice at any point before or during the complaint process.
The contact details are:
Complaint form: https://www.housing-ombudsman.org.uk/residents/make-acomplaint/
Email: info@housing-ombundsman.org.uk
Phone: 0300 111 3000
Write to: Housing Ombudsman Service PO Box 1484 Unit D Preston PR2 0ET
[H3] Housing Ombudsman complaint handling code – Our self-assessment
The Alliance Homes complaint process is aligned to the Housing Ombudsman Complaint Handling Code which has key areas to help benchmark aspects of complaints. The code helps to set out good practice and allow landlords to respond to complaints effectively and fairly.
Landlords were asked to self-assess their complaints procedure and publish the results to show they meet the criteria of the code.
We’ve completed our self-assessment, which you can see here.
You can read more on the Housing Ombudsman complaint handling code here.
We have used our findings of our self-assessment to make changes to our policy and processes which will focus on making things easy and resolving your complaints quickly.
We will provide regular updates on the website about complaints including quarterly information on how we’re performing and how we’re using your feedback to improve services.
As part of our annual self-assessment for the Complaint Handling Code please find our Complaints Performance and Service Improvement Report for 2024-2025.
[H4] September 2025 update
Following a recent policy compliance check by the Housing Ombudsman, we received 24 recommendations for improvements to our complaints policy, complaints handling procedure and website. You can read the full list of recommendations here.
Once your complaint has been closed, you will receive a questionnaire on how we have handled your complaint. We really welcome and appreciate your feedback, both positive and negative, this helps us shape the Feedback Team and how we handle complaints.
[H3] Comments
There may be times you wish to provide us with feedback about our services or suggestions on how we can improve, this can be raised as comment which will be reviewed by the Service Manager and Feedback Team.
[H3] Compliments
We love receiving positive feedback about the service colleagues provide to our customers, especially when they have gone above and beyond. All compliments are feedback to the member of staff or team and their line manager.
[H3] Compensation
If we haven't met our service standard, we may offer you a compensation payment. For more information, please read our Compensation Policy.
[H3] Unacceptable behaviour
We're committed to delivering an open and fair service for everyone, where customers feel listened to and respected. In some circumstances, when behaviour is deemed unacceptable, we will make necessary adjustments to how its delivered. For more information, please read our Managed Behaviour Policy, formerly know as Unacceptable Behaviour Policy.

[H2] Service Standards
Our Service Standards explain the level of service you can expect from Alliance Homes.
These are our Service Standards for complaints. You can read more about our Service Standards and Customer Golden Rules by following this link.

Complaints

We will:
Be clear on our Customer Complaints Policy and Complaint Handling Procedure.
Work in line with Housing Ombudsman’s Complaint Handling Code.
Log and acknowledge all complaints within five working days of being received.
Send a full response to your stage 1 complaint within 10 working days of the complaint being acknowledged.
Send a full response to your stage 2 complaint within 20 working days of the complaint being acknowledged.
Please note this is a summary of the key points from our Complaint Handling Policy. For more information, read the full document.

[H2] Related documents and useful information

Complaints Performance and Service Improvement Report 2024-25

Managed Behaviour Policy

Compensation Policy

Complaints self-assessment 2025

Complaints Handling Procedure

Complaints Policy

Housing Ombudsman's Complaint Handling Code