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.
Contact us to give us feedback
We will investigate a complaint when it is reported:
We won’t normally consider complaints about a problem that happened more than a year before the complaint is made.
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 respond to all complaints 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
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.
Here are some recent examples of action we have taken based on your feedback: