Feedback & Complaints
We want to provide great homes and services for customers. Services that are easy to use, responsive and reliable. But we recognise that there may be times when things go wrong, and we fall short of this. If this happens, we want to make it right and learn from it so that it doesn’t happen again. To help us do this we invite you to raise your concerns with us.
We will deal with all complaints effectively and sensitively, within set response times and to your satisfaction wherever possible. And we are committed to equality and will treat everyone with honesty, dignity, respect and trust, and will consider the different needs of people wishing to make a complaint.
All complaints are handled by our dedicated Complaints Team who will provide contact details and keep customers updated on the progress of their complaint.
Customers can appoint an individual or organisation to deal with their complaint, but they must complete an Authority to Act Form which we can provide on request.
We aim to resolve all complaints within 2 working days. When this is not possible, we will deal with complaints through our Complaints Procedure.
There are 2 formal stages to our procedure.
Complaints will be investigated and a formal response including a proposed resolution will be sent to the customer within 10 working days.
If the customer remains dissatisfied with the outcome of the investigation, they can request that the complaint is reviewed independently, clearly stating the reasons why they remain unhappy with the outcome.
The complaint investigation and proposed resolution will be reviewed by a Senior Manager who has had no previous involvement in the complaint together with the Chair of our Customer Voice and Assurance Group.
A formal response confirming the outcome of the review will be sent to the customer within 20 working days.
If the customer remains dissatisfied, they can refer their complaint to the Housing Ombudsman Service for review.
The Ombudsman Service provides help and support and can be contacted at any stage of the complaints process for advice and guidance.Make a Complaint
Compliments and Feedback
It’s always good to hear when we have gone the extra mile or made a positive difference.
If you think we are doing something well or that our colleagues have given a great service, then please let us know. Compliments and comments help us to know what we’re doing well and that our efforts are appreciated. All compliments will be passed directly to the people concerned.Compliment Us
The Government has set out a Charter for Social Housing Providers including expectations in the way that complaints are handled. More information about the Charter and guidance for customers can be found in the Social Housing Complaints Campaign.