We take all complaints seriously and want to learn from our mistakes.

If you are unhappy with the service you have received from us you can make a complaint.

You should make your complaint to us in the first instance, or alternatively seek advice from the Housing Ombudsman before doing so.

You won’t be penalised for doing so and it will not affect your tenancy.

We try and resolve all complaints efficiently and fairly, making sure that you are at the heart of what we do. Our internal complaints process has two stages but we aim to resolve your complaint quickly and fairly at stage one, wherever we can.

what happens when I make a complaint?

We are dedicated to resolving issues such as a missed appointment as a service request the first time you get in contact. If we do not get this right, we can open a formal complaint for you.

These issues require an investigation and written response. We will investigate your complaint and aim to give you our written
response within 10 working days. If it will take longer than this, we will let you know.

If you’re unhappy with your complaint investigation, you can request a review at stage two. You will hear back about your
request within 10 working days. If approved, we will investigate your complaint and aim to give you a written response within 20 working days.

Customers can contact the housing ombudsman at any point during the complaints process for advice.

Telephone: 0300 111 3000


Housing Ombudsman Service,
PO Box 152,
L33 7WQ

make a complaint

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