Customer Feedback and Complaints
We value what you have to say to us and we will always be polite to you. We will give you clear information about what to do if you are not happy with our services, and use your feedback to make improvements.
Read our guide to giving feedback here.
Read the full Complaints, Compliments and Feedback, Customer Vulnerability and Customer Voice and Engagement policy or our summarised version.
Complaints, Compliments and Feedback Policy Customer Vulnerability Policy Customer Voice Policy
Giving feedback
If someone has gone over and above, or you have a general compliment or suggestion, we'd love to hear from you.
Making a complaint
If it's the first time you are contacting us we will always aim to fix your problem in the first instance but if you are still unhappy with the service you have received from us then we want to know so that we can make changes and stop these problems from happening again.
The Housing Ombudsman
If you are unhappy with the service you are receiving from us, you can make a complaint. You should make your complaint to us in the first instance or seek advice from the Housing Ombudsman before if you want to. You won't be penalised for doing so and it will not affect your tenancy.
Annual self-assessment
As a member of the Housing Ombudsman Scheme we are required to complete a self-assessment against the Complaints Handling Code and publish the results here every year. Our latest self-assessment was completed in June 2024 with involvement with our Member Responsible for Complaints and our InsightXchange.
Make Things Right: Social housing complaints campaign
The Government recently launched the ‘Make Things Right’ campaign, which is designed to empower residents in making their voices heard when they have problems with their home.
Where can I find more information on the complaints process?
The role of the Regulator and Housing Ombudsman Social Housing White Paper
We listened, we acted
We use learning from our complaints to identify where we need to do things better to get it right first time or where we need to investigate further.
Getting involved
There are a number of ways you can get involved to help us to improve services to tenants. All of our opportunities are voluntary and you can get involved as much, or as little, as you would like.