Complaints and Compliments are an important source of information and influence the way we respond to our customers within a clear framework.
If you wish to complain or to tell us about a great service, we have two options for you.
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.
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 we need to extend this period, we will contact you to explain why and agree the next steps with you.
We will always treat any information you provide in the strictest confidence.
If you would like to know more about how we manage complaints, you can view our Complaints 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.