Giving us feedback

Giving us feedback



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.


If you have a compliment or a complaint please let us know.


This will help you and other customers as we will use your feedback to help us to improve our services.


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 on  My Account
  • You can also contact us or visit any of our offices.
Contact us to give us feedback

How to give a compliment

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.


Contact us

How we handle complaints

We will investigate a complaint when it is reported:

  • We failed to do something we should have done
  • We’ve done something we shouldn’t have
  • We failed to provide the quality or frequence of service we have said we will

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.

We aim to resolve every complaint but if you have exhausted our complaints process you can ask the Housing Ombudsman for a review.


Visit the Housing Ombudsman

Acting on your feedback

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:

  • We received a number of complaints from customers about unsuccessful repairs to taps. We have since made changes which have improved the quality of our repairs and have received no further complaints
  • Customers advised us that they wanted us to stop withholding our telephone number so that it doesn’t display when we call them – we have stopped doing this
  • Customers wanted the facility to leave our Customer Service Centre a telephone message – we have now introduced this feature.
Customer services