How to raise a complaint or concern
We always aim to provide excellent services to our customers. However, if we get things wrong, we want to put things right and learn from our mistakes.
This page tells you about our complaints procedure and how you can let us know if you’re unhappy with the service you’ve received.
Our complaints service
If you raise a complaint or concern, we will;
- Be fair, impartial and easily accessible.
- Be customer focused and take into account individual circumstances.
- Put things right (where appropriate) in a timely and effective manner.
- Learn from your complaint to improve our services.
When you can expect your complaint or concern to be resolved:
- We will acknowledge all complaints within three working days.
- We will try to resolve a formal complaint within 10 days of being notified of the complaint. A Complaints Officer will investigate and monitor the complaint until it is completely resolved.
- We will resolve a customer concern within three working days.
How to make a complaint
Please let us know about any problems you have as soon as possible so we can resolve it quickly.
Upon Receipt of contact via social media, we ensure confidentiality and privacy is maintained throughout the process.
- Telling us in person
- Writing to us – you can find the address to send it to here
Other helpful information
A customer complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.
It is where a customer remains unhappy or is unhappy due to:
- A customer concern being unresolved
- Something going wrong with our service delivery which cannot be put right quickly at a service level and requires investigation
A customer concern is where a customer is unhappy due to something going wrong with our service delivery and we can resolve the matter quickly (within three working days) at an operational level with little or no investigation.
There are some things that we will not deal with as a complaint or concern and they include:
- An initial request for service
- An initial request for information
- Dissatisfaction with a policy
- Anti-social behaviour
- Allocation decisions by the local authority
- Insurance claims
- General correspondence from Councillors & MPs not directly related to a complaint
- If there are legal proceedings concerning the matter
If you’re still unhappy after you have been through our complaints process, you can ask the Housing Ombudsman to consider your case.
The Housing Ombudsman will only consider complaints from customers, leaseholders or housing applicants.
Contacting the Housing Ombudsman
Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ
The government have created a Charter for social housing residents. This sets out what every social housing resident should be able expect to ensure they are safe in their home, have their voices heard and be listened to.
You can find more information here.
You can find our self assessment here.