22nd October 2021


We value what you tell us about our services – whether it’s what we’re doing well or things we could do better. These comments help us to improve the way we work, so we view complaints positively as a way of being able to make changes when we haven’t met our usual high standards.

If you would like to make a compliment or complaint you can do this by:

What is a compliment? A compliment is an expression of satisfaction about the standard of service we provide.

What is a complaint? A complaint is an expression of dissatisfaction with the standard of service we provide, which needs responding to.

If you make a complaint, we promise to:

  • Take your complaint seriously
  • Try to put things right as soon as possible
  • Be helpful and respectful
  • Apologise if we get things wrong
  • Record your feedback on how your complaint was handled
  • Use your feedback to improve our services

There are two steps to our complaints procedure:

  1.  Investigation
    Once we have received your complaint, we will look into this and give you a response within 10 working days. 
  2.  Review
    If you are not happy with the response at Level 1 your complaint will be reviewed by a more senior member of staff. You will receive a letter within 20 working days. 

You can contact the housing Ombudsman’s service regarding complaints at any time using the following information

Website: https://www.housing-ombudsman.org.uk/contact-us/
Email Address: info@housing-ombudsman.org.uk
Telephone Number: 0300 111 3000
Address: Housing Ombudsman Service, PO Box 152, Liverpool, L33 7WQ

Complaints Policy April 2024

Reasonable Adjustments Policy

Please click here to see our September 2023 complaints self assessment

Please click here to see our October 2022 complaints self assessment

Please click here to see our October 2021 complaints self assessment