We complete a self-assessment in on our complaint handling as required by the Housing Ombudsman.
We aim to give every customer the best service we can and hearing what you think about our services, good or bad, is really important.
When you have contact with us you may receive a survey by text message or email giving you the chance to tell us how you rated your experience. Please take a few minutes to complete this as it will help us to understand what we are doing well and what we can improve upon straight away.
If you have a compliment or a complaint please let us know.
If you make a complaint, we will do everything we can to resolve it and you won’t be treated less favourably in the future.
If you’re a customer the easiest way to give us feedback is by responding to our surveys, using My Account or contacting us.
Contact us to give us feedback
If you’re happy with the services we provide we’d love to hear about it.
The easiest way to give us a compliment is through My Account or you can contact us.
You can also review us on Trustpilot so that others see what you think about our service.
Contact us
According to the Housing Ombudsman Code, the definition of a complaint is:
“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”
We won’t normally consider complaints about a problem that happened more than a year before the complaint is made.
Read our complaints policy
We complete a self-assessment in on our complaint handling as required by the Housing Ombudsman.
When you make a complaint we will carry out an initial assessment to work out how to deal with it in accordance with our complaints procedure.
We aim to contact all customers registering a complaint within three working days. If we need to find out more before we can deal with your complaint this may take longer, but we will keep you informed about timescales.
A summary of our complaints procedure:
If you are still dissatisfied with the outcome of the independent review, you can refer your complaint to an independent designated person, either a local councillor, MP or a recognised tenant panel. They will determine whether to contact us on your behalf or refer your complaint to the Housing Ombudsman Service.
The Housing Ombudsman can be contacted direct. There must be at least eight weeks from the end of our complaint process before the Housing Ombudsman can consider your complaint.
The Housing Ombudsman Service contact details are:
Housing Ombudsman Service
PO Box 152
Liverpool
L33 7WQ
0300 111 3000 (Lines are open Monday – Friday 09:15 – 17:15)
Visit the Housing Ombudsman
When we receive feedback we always do everything we can to act on it.
Click here for recent examples of action we have taken based on your feedback.
