We always aim to provide a great experience for our customers, but we know things don’t always go to plan. If something hasn’t gone right, we’re here to listen, support you, and put things right as quickly as we can. Your feedback genuinely helps us improve.
What counts as a complaint?
We use the Housing Ombudsman’s definition of a complaint:
“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”
In simple terms: if you’re unhappy with something we’ve done (or not done), and it affects you or your household, you can complain.
There are some issues we can’t treat as a formal complaint, for example, first-time service requests, or matters already going through legal processes, but we’ll always make sure your concerns are handled by the right team.
You can read the full list of exclusions in our Complaints Policy
You can get in touch in whatever way works best for you...
Via the form below, by giving us a call, writing to us in the post or by email, or by visiting in in our office.
If you’d prefer, an advocate can raise a complaint for you, just let us know you give them permission to speak on your behalf.
You can also complain anonymously; we’ll still investigate, but we won’t be able to update you on the outcome.
How to make a complaint
You can get in touch in whatever way works best for you...
Via the form below, by giving us a call, writing to us in the post or by email, or by visiting in in our office.
If you’d prefer, an advocate can raise a complaint for you, just let us know you give them permission to speak on your behalf.
You can also complain anonymously; we’ll still investigate, but we won’t be able to update you on the outcome.
What happens next?
We’ll acknowledge your complaint within five working days.
We’ll aim to give you a full response within ten working days.
If it takes longer, we’ll keep you updated.
If you’re not happy with our response, you can ask for an appeal.
Full details of how we manage complaints are in our Complaints Policy
The Housing Ombudsman
If you need independent advice at any stage, or if you reach the end of our process and still aren’t satisfied, you can contact the Housing Ombudsman. You can phone them on 0300 111 300 or visit their website for more information