Customer Feedback

Complaints and Compliments

Complaints and Compliments are an important source of information and influence the way we respond to our customers within a clear framework.


Compliments

If you have been particularly satisfied with a service we have provided, then you can let us know. Compliments help us to share positive experiences when things have gone really well.


Complaints

We try hard to provide the right services, at the right time and the right place. But we also understand that there are times when you might not be satisfied. Whatever the issue, we want to resolve it as soon as possible.

You can make a complaint:

  • Online
  • By email
  • In writing
  • In person
  • By phone

Our complaints process provides a quick and effective process for managing customer dissatisfaction and will be directed in one of two ways;


Right in 5 – Where appropriate we will work with you to provide a response or to put it right within five working days or less.

Resolve in 10 – For more complex complaints, we will work towards resolving the issue within ten working days or less.


If your complaint is complex and likely to take longer to investigate, we will let you know and keep you updated.

If you are dissatisfied with the way we have managed your complaint you have the right to request an appeal.

If you’ve gone through our complaints process and are still dissatisfied, you can contact the Housing Ombudsman Service.

The Housing Ombudsman Service can be contacted at:


Housing Ombudsman Service, Exchange Tower, Harbour Exchange Square, London, E14 9GE

Tel: 0300 111 3000 (lines are open Monday to Friday from 9:15 to 17:15)

Fax: 020 7831 1942

Email: info@housing-ombudsman.org.uk

Online Form


If you would like to know more about how we manage complaints, you can view our Complaints Policy.


Contact a member of the team today

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.

 Not registered? Sign up now.

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).

If you are not a tenant or do not have an online account, please provide your feedback by selecting from the following options:

Provide a compliment

    Raise a complaint    

We will ensure that all responses are forwarded to the relevant team.