Complaints and Feedback
We aim to provide you with a good standard of service, getting it right the first time. However, we know that sometimes we don’t always achieve this.
There may be times when you’re not happy, and we encourage you to contact us when this happens.
We will acknowledge your complaint within 2 working days.
- We will investigate your complaint and provide you with a written response within 10 working days of our first letter.
- If you are not happy with our response at stage 1, we will escalate your complaint to stage 2 of our complaints process.
- We will carry out an independent investigation and provide a written response within 20 working days.
- We will tell you what you can do if you are not happy with our stage 2 complaint process, including seeking further advice from the Housing Ombudsman.
Nine customers, who have firsthand experience of our complaints process, recently took part in the self-assessment of our process. The result was that we are compliant with the Housing Ombudsman Code and that we meet our member obligations.
If you’re not satisfied with any part of our service, you can make a complaint. You can do this by visiting and completing our online form on our complaints and feedback page.