You make a complaint
Tell us what has happened, how it has affected you and what you would like us to do to put things right.
Making a complaint
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.
What is a complaint?
A complaint is simply a way of telling us that something has not gone as it should.
Our definition
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.
In simple terms
If you are unhappy with something we have done, something we have not done, or the way a service has been delivered, you can tell us about it as a complaint.
What do you need to do?
Choose the option that best fits your situation
Before you start
A few things that will help us look into your complaint
Giving us as much information as you can will help us understand what has happened and investigate your complaint properly.
It helps if you can tell us:
- What happened and when
- Any relevant addresses, dates or reference numbers
- How the issue has affected you
- What you would like us to do to put things right
- Any photos or documents that may help us understand what happened
Prefer to speak to us?
You can also make a complaint by calling our Customer Excellence team on 01782 635200.
Ready to continue?
Send us your complaint
When you're ready, use the form below to tell us what has happened. We'll use the information you provide to understand your complaint and start looking into what has gone wrong.
Your complaint journey
Here’s what happens after you tell us about your complaint.
We acknowledge it
We’ll confirm that we’ve received your complaint. Within 5 working days.
Stage One
We’ll investigate what has gone wrong, explain what we’ve found and tell you what we’ll do to put things right. Formal response within 10 working days of acknowledgement.
Stage Two
If you’re unhappy with the Stage One outcome, you can ask us to review your complaint. Formal response within 20 working days of acknowledgement.
If we’re unable to meet one of these timescales, it will not be without good reason and we’ll let you know.
What happens at each stage?
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.
-
Stage One (Acknowledged within 5 working days)
-
Stage Two (Escalation acknowledged within 5 working days)
Our commitment to you
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:
Listen carefully
We will take your concerns seriously and make sure they are properly understood.
Be open and honest
We will explain clearly what has happened and how we have reached our decision.
Work with you
We will look for a fair and reasonable solution where we can.
Learn and improve
We will use complaints to improve our services and the experience we provide.
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.
Still not satisfied?
If we can’t agree at the end of Stage Two, you can take your complaint to the Housing Ombudsman for an independent review.
Find out more