We take pride in providing good customer service, however, occasionally, things can go wrong. If you experience a problem, here's what to do.
How to complain
Simply contact us by your preferred method (email, web message, phone, post etc) telling us:
We ask that you tell us about any problems within eight weeks of the issue occurring.
We aim to respond to your complaint within 10 working days. The vast majority of problems are resolved at this point. In the unlikely event you are still unhappy, we will refer the issue to our customer experience team who will investigate and respond within a further 10 working days. This will be our final response.
Still unhappy?
If you have been through our complaints process and are not satisfied, you have the right for your complaint to be considered by the Independent Housing Ombudsman. You can contact the Ombudsman at any time for impartial advice.
Housing Ombudsman Service
Housing Ombudsman Service
PO Box 152
Liverpool L33 7WQ
Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
To see a copy of our self-assessment against the Housing Ombudsman's complaint handling code, please click here.
Help making a complaint
If you are not confident in telling us about your complaint, you can have a friend or family member act on your behalf. We will need your permission to share information with this person.
Making a complaint
Please complete and submit this form, giving as much detail as possible. You will receive a response from us within 10 working days.
Please tell us what has happened. Include dates/names where possible.*
How has this affected you?*
How would you like us to resolve this issue?*
What is the best way to contact you about your complaint?*
Do you need a friend or family member to act on your behalf in resolving this complaint?*
If yes, please provide their name and contact details
Your Name*
Phone*
Address*
Email address*
SendThank you for submitting your complaint.
