If you're reading this page, you're probably feeling frustrated with us. We want to reassure you that we’ll take your concerns seriously, explain clearly what happens next, and work with you to put things right.
We define a complaint as:
“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.”
The quickest and easiest way to make a complaint is to use the form below.
You can also contact us by phone or email. Please include as much detail as possible so we can investigate fully. Attaching photographs or supporting information can also help us understand the issue more quickly.
If you'd prefer to contact us another way, you can:
Please use the form below to raise your complaint. The more detail you include, the easier it is for us to investigate and respond clearly.
If you need to report anti-social behaviour, please head over to our ASB hub.
You can use this form to raise a complaint, including concerns about how we handle your personal data, such as processing your data unfairly, unlawfully or inaccurately; accessing it without appropriate authority; failing to comply with your data rights; mishandling a data incident; retaining data longer than necessary; sharing it inappropriately; or not acting transparently.
This form should not be used to make data requests or to exercise your individual rights, such as a Data Subject Access Request. To submit a request, please visit accessing your data.
Our formal complaints process has two stages. We’ll explain what we’re doing, keep you updated, and let you know the outcome at each stage.
We’ll confirm we’ve received your complaint and begin looking into what has gone wrong.
We’ll investigate the issue, explain what we’ve found, and tell you what we’re doing to put things right.
Formal response within 10 working days of acknowledgement.
If we are unable to meet this timescale it will not be without good reason and we will let you know.
If you’re unhappy with the Stage One outcome, you can ask us to review your complaint.
We’ll carry out a further investigation, involving a Head of Service for a fresh perspective.
Formal response within 20 working days of acknowledgement.
If we are unable to meet this timescale it will not be without good reason and we will let you know.
For more detail, you can also read how complaints work.
We aim to provide excellent services, but we know we do not always get things right.
When you tell us something is not working, we will:
Sometimes we can resolve things quickly without a formal complaint. If that is possible, we will talk it through with you and agree the best way forward.
If we can’t agree at the end of Stage Two, you can take your complaint to the Housing Ombudsman for an independent review.