We aim to provide a high quality service that meets our customers’ needs and expectations. However, we know that we do not always get things right, first time. If you are unhappy with our service, we want to hear about it so that we can try and sort out your complaint and learn how we can improve our service in the future.

It is also helpful to hear when you feel we have provided a good service. It helps us focus on what our customers want.

How can I complain?

You can complain to us by:

• Completing our online form (select "I want to make a complaint" from the drop down box)
• Complete the form which is included  in our “ Making a complaint” leaflet 
• Phone our 24-hour customer service centre on 0800 5875291 if you are using a landline or 01609 767900 if you are using a mobile phone.
• Call into your local office
• Send us a fax on 01609 777017

What happens when we receive your complaint?

If you phone us or call into one of our offices, our customer service or housing advisors will help you or put you in touch with the right person. If you contact us in any other way, we will pass your complaint onto the most appropriate person.

If you contact us in person we will try and sort out your complaint immediately. If we cannot do this, we will reply to you within five working days of receiving your complaint to let you know who is dealing with it and ask you for more information (if we need it). We will try and complete our investigation and tell you the outcome within 10 working days of receiving the complaint. If we cannot do this, we will let you know.

If we find we haven’t provided the right level of service, we will:

• give you an explanation and apologise to you;
• do what we can to put things right;
• if appropriate, pay you compensation in line with our compensation policy; and
• if appropriate, review our systems or policies so that we can get it right in the future.

 

What if I am unhappy with your response?

When we write to you after our investigation, we will send you a form to fill in and return to us, if you are still unhappy.

A more senior member of staff will then look into your complaint following the procedure explained above.

If you still remain dissatisfied, we will put your complaint before our complaints review panel. If you are not happy with the panel’s decision, you can usually contact the Housing Ombudsman Service.

http://www.housing-ombudsman.org.uk/

Making  a compliment

If you would like to make a compliment, please complete the online compliments form (select "I want to give a compliment" from the drop down box).