How to raise a customer complaint

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 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 to be resolved:

  • We will acknowledge all complaints within 5 working days
  • We will aim to resolve a formal complaint within 10 days from the date of our acknowledgement. 
  • A Complaints Resolution Officer will investigate and monitor the complaint until it is completely resolved.


Senior Accountability for complaints

Our Senior lead person accountable for our complaint handling is Chris Holloway – Executive Director.

Our Board lead member responsible for complaints is the Chair of our Audit & Risk Committee (Mona Shah).


How to make a complaint

Please let us know about any problems you have as soon as possible so we can resolve it quickly.



Social Media


Upon receipt of contact via social media, we ensure confidentiality and privacy is maintained throughout the process.


By phone

01933 234450


Other methods

  • Telling us in person
  • Writing to us – our PO Box address is: Greatwell Homes, PO Box 8041, Wellingborough, NN8 9ND


Government’s ‘Make Things Right’ Campaign

The Government have launched a ‘Make Things Right’ campaign for customers who do not feel confident letting their landlord know about problems or where to go if they are not happy with the service provided. More details of the campaign can be found here.


Other helpful information

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

0300 111 3000

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