How to make a complaint and how we deal with complaints, comments and feedback

You can give us feedback or make a complaint by phone, email, letter, live chat, social media channels or through our customer portal My Account.

Click here for further information about how we deal with complaints and some of the changes we’ve made based on your feedback.

If you're unhappy with the service you’ve received, we aim to resolve this first time by being fair, transparent, and consistent. However, if you’re not happy with the result and wish to make a formal complaint, we follow a two-step process.

You will receive an acknowledgement within three days of us receiving your complaint. Our Complaints Resolution Officer may then contact you to discuss the complaint in more detail. We will then send you a formal written response when the complaint has been resolved.

On the rare occasions that more time is required to solve an issue for you, we will work with you and maintain regular contact until the issue is resolved.

Where a complaint has not been resolved satisfactorily and a customer has additional evidence to support their case, a single stage appeal process may be used.

All appeals will be considered by our Customer Services Team Leaders, unless the appeal itself is about either of them, in which case it will be reviewed by another, appropriate member of our management team.

If you still feel the complaint has not been resolved and you have been through our process, you have the right to take this to the Housing Ombudsman service. You can find out more about this on the Housing Ombudsman’s website here.