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How to Complain

Providing excellent customer service is extremely important to us and we are always keen to hear what you think of the service you have received.

We use comments and feedback as a way of measuring our performance and making sure that our services are being delivered to the highest possible standard.

We are sorry to hear when things go wrong and customers do not get the standard of service they expect. If this happens, please let us know as soon as possible. Your complaint will be taken seriously as we want to put things right as soon as we can.

Stage 1
We want to resolve your complaint when you first contact us but if we cannot reach a satisfactory outcome, we may have to investigate the matter further. When this happens, we will make sure that you receive a response within 5 working days.
If you are unhappy with our response, please let us know within 10 working days. We will need you to tell us why you are unhappy and what you would like us to do to put things right.

Stage 2
At this stage, your complaint will be investigated by the relevant Head of Service (a senior manager) who will make sure that you have a response within 10 working days. If the investigation is going to take longer than this, we will let you know when you can expect to receive a reply.

If you are still unhappy with the response you have received, you can make an appeal against the decision to the Complaints Panel within 10 working days of receiving the response. This is the final stage of our complaints process and must be made in writing. You must tell us why you are appealing against the decision and what you want to happen.

Within 10 working days of us receiving your request, we will make an appointment for your case to be heard at a Complaints Panel Hearing and will notify you of the date and time in writing, should you wish to attend. This Panel is made up of the Chair of the Central Tenants Forum with at least 2 other Board Members who will look at your appeal and make a decision.

We will let you know the decision of the Panel within 5 working days after the hearing date.

If you are still unhappy with the decision, you can take your complaint to a Designated Person (e.g. an M.P. or Councillor) or after 8 weeks when all stages of the process have been completed, you have the right to contact the Independent Housing Ombudsman.

How to contact us with a Complaint

By Phone: 0800 169 5454

By email:

Website: Contact Form

By Text: 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 letter:
Comments, Compliments and Complaints (3Cs)
The Community Housing Group
3 Foley Grove
Foley Business Park
DY11 7PT

Download our Comments, Compliments and Complaints leaflet.