Customer complaints

How complaints work

We want you to know what to expect when you make a complaint. Our process is designed to be clear, fair and easy to follow, with defined stages and response times.

Our complaints process

We have a two-stage complaints process. We’ll acknowledge your complaint, investigate what has happened, and explain what we are doing to put things right.

If you remain unhappy after Stage One, you can ask us to review the complaint at Stage Two.

What happens next

Once you raise a complaint, we’ll keep you updated and let you know the outcome at each stage.

1

Stage One

10 days

We’ll acknowledge your complaint within 5 working days to let you know we’ve received it.

We’ll investigate what’s gone wrong and how we can fix it. Once complete, we’ll report back with what we found, what we’re doing to put it right, and say sorry.

Formal response within 10 working days of acknowledgement.

If you’re happy with the outcome, we’ll close your complaint at this stage.

If we are unable to meet this timescale it will not be without good reason and we will let you know.

2

Stage Two

20 days

If you’re not satisfied, we move to Stage Two. We’ll acknowledge your escalation within 5 working days.

We’ll re-investigate your complaint, this time involving a Head of Service for a fresh perspective.

Formal response within 20 working days of acknowledgement.

We’ll report back with our findings, say sorry, and let you know what we’ll do to put things right.

If we are unable to meet this timescale it will not be without good reason and we will let you know.

✓

Complaint closed

Resolution reached

By now, we hope we’ve reached a resolution and you’re happy for your complaint to be closed.

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.

If you need to start the process first, visit Making a complaint.

Housing Ombudsman logo

Complaint Handling Code: your rights and our commitment

Since April 2024, all landlords must follow the Complaint Handling Code. This helps make sure the complaints process is clear, fair and properly monitored.

It’s the Law Since April 2024, all landlords must follow the Complaint Handling Code - so you’re protected by law.
Clear Process The Code sets out clear steps and timeframes - so you always know what to expect when you make a complaint.
Better Service It’s all about improving our service and learning from complaints - so your voice shapes what we do.
Independent Oversight The Housing Ombudsman checks we’re following the Code and holds us to account if we fall short.

Our latest reports & self-assessments

You can read our latest complaints self-assessments, annual performance reports and related documents below.

Complaints Code Self Assessment 2024-25 PDF document Complaint Handling Code Self Assessment 2023-24 PDF document Annual Complaints and Performance Report 2024-25 PDF document Annual Complaints and Performance Report 2023-24 PDF document Self Assessment & Performance Report Responses 2024 PDF document Customer Complaints Charter PDF document Landlord Report 2024 PDF document