Dealing with your complaint

If you receive a poor service then please tell us about it so we have the opportunity to put things right. We greatly appreciate your time and view any feedback as an opportunity to improve our services.

If you have any complaints, compliments or feedback for us, please contact us first. We’re always listening and ready to work hard to resolve your concerns straight away.
Complaints must be raised within 12 months of an incident or issue arising. This is so that we can make things right as quickly as possible.

Our complaints process

Our internal complaints process has two stages. We aim to resolve your complaint quickly and fairly at stage one, wherever we can.
Watch this short video or look at the graphic below for how this process works. You can click on the drop downs below for more information.

We’ve also produced a new complaints leaflet where you’ll find everything you need to know about our complaints process, what to expect from us along the way and what options you have should you need to seek further support.

Sometimes you might need us to put something right, but not handle it as a complaint. This is called a service request. This could be a request for a repair or reporting anti-social behaviour. It may also be a query for information or an explanation. If you are not satisfied with our response or the outcome, will be given the opportunity to make a complaint.

When you get in touch, we’ll get all the details of what’s happened and ask what you would like us to do about it. We’ll acknowledge your complaint within five working days.

After investigating your concerns, we’ll write to you with the outcome and include any proposed solutions within ten working days from acknowledging your complaint. 

If you need more time, during or after the complaint, please let us know. If we need more time, we’ll let you know. We’ll also keep your complaint open until we have completed any agreed actions.

If you’re unhappy with our response at stage one, you can move your complaint to stage two. We’ll listen to what you feel has not been appropriately investigated or disagree with and work with you to understand the outcome you’re looking for. We’ll acknowledge your complaint within five working days.

After investigating your concerns, we’ll write to you with the outcome and include any proposed solutions within twenty working days from acknowledging your complaint.

Like at stage one, if you need more time, you can let us know. If we need more time, we’ll let you know. We’ll also keep your complaint open until we have completed any agreed actions.

Not happy with our response?

You can choose to take your complaint further

We’ll always try and resolve complaints. However, if you need extra support or advice during the complaints process, you can contact the following:

New 'Complaint Handling Code'

The Housing Ombudsman has published a new Complaint Handling Code enabling landlords to swiftly resolve complaints raised by customers and to use the learning to improve services.

The code will also help customers understand what to expect from their landlord when they make a complaint and how to progress their case.

All landlords are required to evaluate their current complaint handling procedures against the code and the Housing Ombudsman Service has provided a self-assessment form to support in doing this.

We have completed this self-assessment form. We pledge to regularly refer to the code and consider it in the design of any alterations we make to our complaints service.