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Comments, Compliments & Complaints

Make a Comment or Compliment

Hearing from our customers is very important to us as we want to provide you with excellent service at all times, if you wish to let us know about something we have done well or something you have an idea about please fill in our online form.

Make a Complaint

We know that, at times, things can go wrong. If they do, please tell us so we can put them right and hopefully avoid the problem in the future.

If you feel that you have not received the level of service that you expect, we would like to hear from you. In the first instance it’s worth raising the issue with the person you are dealing with. Most problems can usually be sorted out quickly and easily in this way. However, if you are not satisfied with the response that you get, complete our online form to make a formal complaint.

Housing Ombudsman complaints handing code – Our self-assessment

In July 2020 the Housing Ombudsman set out their new Complaint Handling Code with key areas to help to benchmark aspects of complaints. The code helps to set out good practice and allow landlords to respond to complaints effectively and fairly.

Landlords were asked to self-assess their complaints procedure and publish the results to show they meet the criteria of the code.

We’ve completed our self-assessment, which you can see here.

You can read more on the Housing Ombudsman complaints handing code here.

We will be using the findings of our self-assessment to make changes to our policy and processes which will focus on making things easy and resolving your complaints quickly.

We will provide regular updates on the website about complaints including quarterly information on how we’re performing and how we’re using your feedback to improve services.