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.
Giving feedback
If someone has gone over and above, or you have a general compliment or suggestion, we'd love to hear from you.
How do I make a complaint?
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 and you won't be penalised for doing so and it will not affect your tenancy.
What if I'm not satisfied with the response?
If you have been through our full complaints process and are still not happy with the outcome you are entitled to make a complaint to the Housing Ombudsman. The Housing Ombudsman will investigate fairly and impartially.
Where can I find more information on the complaints process?
The Charter and the action the government is taking to support you is set out in the Social Housing White Paper.
There is also a range of independent information that can give you help and guidance on the social housing complaints process:
Advice for complaining to your Housing Association (Shelter)
Complaints about repairs (Citizen’s Advice Bureau)
The types of complaints the Housing Ombudsman covers
Video resources on using the complaints process (Housing Ombudsman Service)
We listened, we acted
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.
Find out more Find out moreGetting 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.
Find out more Find out moreWe are now members of TPAS, England’s leading tenant engagement experts. They are dedicated to improving tenant engagement standards across the country. They do this by bringing tenants, landlords and contractors together through independent and impartial advice, support, consultancy and training.
A membership with TPAS will give you a voice and means you will be provided with ongoing support and guidance on how to get involved or to lead activity in your community.
