We aim to deliver a positive customer experience and we encourage feedback from customers about our service so that we can learn and improve. 

This includes complaints, compliments and suggestions.

You can read more about how we learn and take action based on your customer feedback here.

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. If we are unable to resolve the problem there and then we will undertake a full investigation to understand the facts and get back to you.

Our service standards

  • Respond to your call between 8.30 am - 5.00 pm Monday to Friday
  • Answer calls within 180 seconds (3 minutes)
  • Return calls within two working days
  • Provide a 24-hour emergency helpline to report emergency repairs
  • Respond to written correspondence within five working days
  • Respond to website, social media and email enquiries within five working days

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.