Changes have been made to enhance your experience when providing us with your feedback. Whether you wish to complain or tell us about good customer service you have received, your feedback is always welcome.
If you have been particularly satisfied with the service you have received from us then let us know; receiving compliments can be a positive way for us to let teams know when things have gone really well and you are satisfied with the service we have provided.
We have changed how we manage complaints to make our processes faster, efficient and more effective.
All complaints will be directed in one of two ways;
Right in 5 – Where appropriate the team will work with you to put right problems within five working days or less.
Resolve in 10 – For more complex complaints, our staff will work towards resolving the issue within ten working days or less.
If we need to extend this period for additional investigation, we will contact you to explain why and agree the next steps with you.
We will treat any information you provide in the strictest confidence.
If you would like to know more about how we manage complaints, you can take a look at our new Customer Feedback Policy.
If you would like to make a complaint or tell us about a great service you have received, you can do this by logging into your Tenant Online Account.
If you are a new user, you will need a valid email address and your tenancy number (which can be found on your rent statement, usually the first six numbers of your rent account).
Please provide your feedback by selecting from the following options:.
We will ensure that all responses are forwarded to the relevant team.