We value feedback from our tenants as it helps us improve our services. We aim to provide excellent service, but if something goes wrong, we are committed to listening, understanding your perspective, correcting our mistakes, and learning from them.

How to Make a Complaint

Complaints can be made through various channels:

If a third party submits a complaint on your behalf, we need your authorisation to proceed.

Our Complaints Process

  1. Receiving Complaints: We will listen to your complaint, gather all necessary information, and clarify what we can and cannot do.

  2. Initial Resolution: Our staff will try to resolve your complaint at the first point of contact. If this isn't possible, we will ask if you want to make a formal complaint.

  3. Logging the Complaint: If formalised, your complaint will be logged and managed by our complaints team. We will acknowledge your complaint within 5 working days, outlining the steps and timescales for investigation.

  4. Investigation: The complaint will be investigated by a relevant team leader or manager, who will aim to provide a response within 10 working days. If more time is needed, we will inform you and provide a new timescale. 

  5. Response: Our response will include a summary of your complaint, the findings of our investigation, whether each part of the complaint is upheld or not, actions we will take, and how to escalate if you are not satisfied.

Escalation to Stage 2

If you are not satisfied with the Stage 1 response, you can request a Stage 2 review within 28 days. This review will be conducted by a senior manager who was not involved in the initial investigation. We will acknowledge your escalation within 5 working days and aim to respond within 20 working days.

Housing Ombudsman

If you are still dissatisfied after Stage 2, you can refer your complaint to the Housing Ombudsman

Complaint Outcomes

  • Upheld: We agree with your complaint and will apologise, explain what went wrong, and outline the actions we will take to prevent it from happening again.
  • Not Upheld: We have followed our policies and procedures, and no fault was found. We will provide evidence supporting our decision.

Equality and Diversity

We treat all complainants fairly and will make reasonable adjustments to accommodate any specific needs. 

Complaint Exclusions

There are rare circumstances where we may not accept a complaint, such as if it is unreasonable or relates to matters outside our control. If this happens, we will explain why and direct you to other appropriate channels.

Learning from Complaints

We review complaints to identify lessons learned and implement service improvements. We share our findings with our staff and regularly report on complaint performance.

We strive to provide the best service to our tenants and appreciate your feedback as a means to continually improve.

If you are still dissatisfied, you can:

Contact the independent Housing Ombudsman Service here. (The Housing Ombudsman investigate complaints and resolve disputes involving the tenants and leaseholders of social landlords).

More information

You can find more details about our complaints policy on our policies and procedures page.

You can read more information about making a complaint or giving a compliment in our leaflet.

You can also visit the Housing Ombudsman's website and read their complaints handling code.

You can also see our Housing Ombudsman: self-assessment form.