Complaints
We take pride in delivering great customer service to our residents. However, occasionally, things can go wrong. We need to know when this happens so we can put things right and learn from any mistakes.
Our current complaints policy can be found here.
How to complain
Simply complete the form below or contact us by your preferred method (email, web message, phone, post etc) telling us:
We ask that you tell us about any problems within 12 months 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 event that you are not happy with our response, we will refer the issue to our Customer Experience team who will investigate and respond within a further 20 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 1484
Unit D
Preston
PR2 0ET
Telephone: 0300 111 3000
Email: [email protected]
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.
