Making a Complaint

Of course, we hope our customers won’t need to make a complaint – but if you do, we want to hear from you. We see complaints as an opportunity to review and improve our services. Our complaints process aims to make sure we handle any complaints promptly and with a focus on putting things right.

Making a complaint

We aim to make this as easy as possible. You can complain:

What we will do

  • we will log your complaint
  • if we can’t resolve your issue ‘on the spot’, we will acknowledge your complaint and ask a manager to investigate
  • we aim to write to you within 15 working days, letting you know the outcome, any action we will take and the timescales involved
  • we will keep you informed through the process
  • if we have got things wrong, we will apologise and identify how we can improve things to stop the issue happening again.

If you are still dissatisfied

We hope that most complaints will be sorted out by this stage, but if you are dissatisfied with the outcome:

  • you can request an appeal panel hearing which we aim to set up within 15 working days
  • at the hearing, you will be able to explain your complaint to the panel. You can bring along a friend or family member
  • we will write to you to let you know the appeal outcome.

Taking it further

If the matter is not resolved at the end of our complaints process, you can refer the matter to a local councillor or your MP, or you can wait 8 weeks and refer the matter to the Housing Ombudsman Service. The Ombudsman can be contacted on 0300 111 3000 or by email:

What is – and what is not – a complaint?

A complaint is a statement of dissatisfaction about the service provided. For example, this may include where you feel:

  • we have not met our legal or regulatory duties
  • we have not followed our own policy (or the policy is unfair)
  • we have provided a poor quality service
  • a member of staff (or contractor) has behaved improperly.

Matters which will not be handled as complaints include:

  • requests for service (e.g. reporting nuisance or ASB or reporting or chasing a repair). These issues may become complaints if we have not dealt with them properly
  • where we are not responsible for delivering the service
  • disputes over the terms of the tenancy agreement.

We will not normally consider complaints made more than three months after the event.

For more information, or a copy of our Complaints Policy, telephone 01494 480340 or email