We value your feedback, whether it is positive or negative, because we want to make sure we provide you with the best possible service.

Compliments

Your compliments highlight areas of good practice and acknowledge the hard work of our staff.

Please let us know if a member of our staff has provided excellent customer care that goes above and beyond their responsibility, delivered services with respect or has changed a service quickly in response to your feedback.

Please complete the contact form below and include as much information as you can about the member of staff who provided the service so we can pass your positive comments on.


Complaints

Nobody’s perfect, we all make mistakes.

We help thousands of our customers every month and over 80% of our customers are happy with what we do. However, every so often we make customers unhappy.

We know we’re not perfect, that’s why we have a complaints policy. There’s always something we can’t anticipate, but whenever things don’t go as expected for you, we’ll do everything possible to:

  • listen
  • explain
  • put things right - quickly
  • do what we say we’ll do
  • impress our customers with how we deal with their complaint
  • understand how we can do things better next time
  • improve where we need to

There's five steps to our complaints process

There's five steps that we take to help resolve your complaint and deal with it as effectively and efficiently as we can. 

1. Identify

We know that complaints come in all shapes, sizes and ways. First we'll see your contact as one of these:

  • Enquiry this is when you get in touch to tell us something we don’t already know about and we'll work out how we can help you
  • Complaint this is when you're unhappy, you think we haven’t delivered the experience or service that you expect, or think we have done something wrong
  • Negative feedback this is when you're unhappy with our policy or service and want to let us know. We will record all feedback so we can see what our customers like and dislike

Contact us: If you're not happy with what we do there's a variety of ways you can get in touch. You can use the contact form at the bottom of this page, give us a call, drop us an email, pop in and see us, message on social media through Facebook or Twitter or put pen to paper and post us a letter. Any information or data you provide to us will be used according to our privacy policy.

No matter how you let us know; we’ll deal with it. Your complaint will be taken seriously and sorted out quickly by our frontline staff.

We aim to put things right straight away, explain ourselves or apologise, but occasionally we will need to pass your complaint to be looked at by a complaint investigator.

2. Investigate

A complaint investigator will work closely with you to acknowledge and make sure they understand your complaint.

This will be done within one working day. We'll keep the you in the loop, let you know exactly what they need to investigate and agree a date we'll do this by.

If the complaint is complicated we'll explain the delay.

3. Resolve

If we’ve made a mistake we’ll offer you:

  • a meaningful apology
  • an explanation
  • money if you've been left out of pocket
  • an idea of what we’ve learnt and what we want to improve

If we need to do something to put things right, we will agree with you what needs to be done and when it will be done by. The complaint investigator will keep an eye on it to make sure it gets done.

4. Review

If you think we haven’t investigated your complaint properly, your complaint investigator will try to answer any questions, and you can ask for the quality of your investigation to be reviewed.

An independent member of staff will talk to you to make sure they understand what you’re unhappy with. They'll explain what they need to do and a date they’ll do it by. They'll check we’ve followed our policy and decide if any further action is needed.

If you still think we haven’t followed our policies, you can refer your complaint to your MP, local councillor or the Housing Ombudsman.

5. Learn

We’ll learn from your complaints and customer feedback. We’ll turn it into useful information for our business, and then share it with each other to make our services better.

When we’ve done something wrong, we’ll do all we can to make sure it doesn’t happen again.


Send us your compliment or complaint

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