Complaints and Feedback

We're committed to getting it right first time and providing a service that offers value for money for our customers, however we know that sometimes we don't always achieve this for you. We use complaints and your feedback as a tool for learning and to make improvements to our services. You can give feedback or make a complaint below. You can also let us know when we have done a job well done or have delivered a great service.  We really appreciate your feedback. 

You can view a copy of our complaints policy  and a copy of our latest complaints performance.

Compliments – when we get it right

If you want to celebrate a job well done, thank a member of our team or have something to say about the services we provide, please let us know.
 

Comments – when we can do better

You may simply want to make a comment or a practical suggestion that you would like us to think about.  We promise to let you know if we are able to make changes as a result of your suggestion.
 

Complaints – when we get it wrong

Let us know as soon as possible if you have a complaint about the quality of the service we provide, delays in providing you with service or the helpfulness of our staff or representatives, as we may not be able to consider your complaint if you leave it more than 6 months to tell us about it. We treat all complaints as an opportunity for us to learn and to continuously improve our services. On resolution of your complaint we will ask you how satisfied you were with how it was handled, we will use this to continuously improve our complaints process. 

If we have delivered a service to you as agreed in our standards or procedures, but you remain unhappy, your feedback will be recorded and will be used to help us decide what changes could be made at the next service review.

The below shows you how you can expect your complaint to be handled and what happens if you remain dissatisfied

From 31^st December 2020 all Housing Associations have been asked to self-assess against the Housing Ombudsman Complaint Handling Code. Here you can find our 2023 Self-Assessment which was undertaken by nine of our customers.  

Housing Ombudsman Service

The Housing Ombudsman offer a free indendenat and impartial service, they investigate complaints and resolve disputes involving customers and leaseholders of social landlords (housing associations and local authorities). You can contact the Housing Ombudsman during any stage of your complaint  housing-ombudsman.org.uk 

Complaint failure orders -  the latest complaint failure orders are here complaint-handling-failure-orders 

Information hub - you can find out more about how the Housing Ombudsamn work with landlords like us here The Housing Ombudsman Service . To see their latest decisions visit decision

How to get in touch with us

To get in touch with us, fill in our comments, compliments, complaints leaflet or alternatively, fill in the online form below to make a comment or complaint.  You can compliment us by clicking here give a compliment thank you

Compliments, Comments, Complaints

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We appreciate you taking the time to contact us.  Your feedback will help us to shape and improve our services, to make sure they are right for you.