Making a complaint

Sometimes things go wrong, and we fail to meet your expectations. Your feedback, good or bad, will help us to learn and continually improve the services we provide to you and our other customers.

We need to know if we fail to meet your expectations. This gives us the opportunity to put things right and improve the services we provide. If you tell us that you are unhappy with our service, our priority is to put things right locally and informally, apologising where we get things wrong and put things right where we can.

In most cases you need to tell us about your problem and give us an opportunity to put things right before you make a complaint. For example, if your home has a problem with damp or mould, or a repair contractor failed to turn up to an appointment, you need to let us know and give us a chance to investigate and fix it. This is known as a ‘service request.’ If we fail to address your service request, you can make a formal complaint. 

We have created an on-line complaint reporting form (see below). You can also report a complaint by telephone, email, or in-person. 

If you prefer you can ask someone to complain on your behalf, although we will always check we have your consent before responding.

Our Complaint policy is based on the requirements of the Housing Ombudsman Complaint Handling Code and the supporting Complaint factsheet provides a summary of how we manage and respond to complaints. 

We try and prevent the need for complaints through listening and understanding the needs of our residents. Our resident meetings are an opportunity for residents to work in partnership with us so that we continue to provide high quality services that meet the needs of our current and future residents.