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Customer Feedback

Whether you wish to tell us about good customer service you have received or let us know if things haven’t been as you expected them to be, your feedback is always welcome.

And it’s easy to do by using use the online form in MYaccount

Compliments

Receiving compliments can be a positive way for us to let teams know when things have gone really well and you are satisfied with the service we have provided.

Comments

You may want to make a suggestion on how we could improve the service we provide

Complaints

A complaint is where we have failed to follow our published procedures or if you are unhappy with the way a service was provided or how you were treated.

We have changed how we manage complaints to make our processes faster, efficient and more effective.

All complaints will be directed in one of two ways;

Quick Resolution

Where appropriate the team will work with you to put right problems within 10 working days or less.

Stage 2

For more complex complaints, our staff will work towards resolving the issue within 15 working days or less.

If we need to extend this period for additional investigation, we will contact you to explain why and agree the next steps with you.

If you would like to know how we manage complaints, you will find more details in our Service Standards document.

If you are not a tenant of The Community Housing Group

Please choose your preferred way of providing feedback and we will make sure that it reaches the relevant team.

By phone: 0800 169 5454

By email: complaints@communityhg.com

By text: COMPLAINTS followed by your message to 07950 643 643 (messages sent out of normal office hours will be answered the next working day)

By post:
Customer Service Centre
Community House
Stourport Road
Kidderminster
DY11 7QE

If you would like to know how we manage comments, compliments or complaints, you will find more details in our Feedback Service Standards document which is available from the Information and Advice section of the website