Customer Feedback and Complaints

You can share your views about us to help improve the services we provide. Last year we listened to feedback and opinions from more than 5,000 tenants and customers to help us improve our services.

Compliments and suggestions

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

Make a complaint Make a complaint

If you feel that we’ve let you down, please let us know and we will do our best to put things right again.

Financial services

View complaints procedure View complaints procedure

Complaints relating to financial services are dealt with differently in line with the Financial Conduct Authority Guidelines.

Anti-social behaviour

Report an incident Report an incident

If you are experiencing anti-social behaviour or wish to report an incident that has occurred, we can help.

Housing Ombudsman Service

The Housing Ombudsman has published a new Complaints Handling Code which came into force on 1 September 2020. We are committed to providing an excellent complaints service based on the Ombudsman's code and best practice.

We have completed a self-assessment against the new code and together with our tenant volunteers have made changes to our policy to make sure that we are compliant.

Lessons learned

Your valuable customer feedback last year helped us to improve our services further. This year our aims are to:

  Provide a better quality of works and service

  Meet timescales

  Communicate better and keep you informed

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.

How to get involved How to get involved