If there is an issue that you would like us to resolve, please contact us as soon as possible by calling our Customer Service team on 0300 123 8080, or sending us a private social media message. We will listen to your concerns, discuss possible solutions and agree the steps we will take to quickly resolve the issue. 

On this page, you can find links to give a compliment, general feedback, or to raise a complaint. You can also find more information about our complaints process, and about the Housing Ombudsman. If you need any help reading the information on this page, including translating or reading aloud, visit the accessibility section of our website for more information

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If you are waiting on a repair or query, let us know and we'll come back to you in two working days.

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Our approach to complaints

When raising a complaint, our promise to you is that we will:

  • Listen to your complaint and make sure that we understand your concerns.
  • Try to put things right straight away.
  • Respond to your complaint in a positive, open and timely way.
  • Keep you informed on the progress of your complaint.
  • Treat you with respect and courtesy.
  • Explain what we are going to do to put things right and will confirm this with you in writing. 

When we receive your complaint, we will aim to resolve it immediately. If we’re not able to resolve it straight away, the complaint will be handed over to the complaints team. We will acknowledge the complaint within 24 hours of receiving it.

There are two stages to the complaints process, stage one and stage two. If you are unhappy with the response at stage one, you can ask for the complaint to be escalated to stage two and a senior manager will be asked to look at your complaint. 

  • At stage one, we aim to respond to your complaint within ten working days. 
  • At stage two, we aim to respond to your complaint within seven working days.

For more information on how we deal with the complaints we receive, you can read our Customer Feedback Policy.

If you require any further information, please contact our Service Improvement team on 0300 123 8080.

Housing Ombudsman

You have the right to access the Housing Ombudsman Service throughout the duration of your complaint. They will offer you support and guidance throughout the complaint process and will ensure we remain compliant with Complaint Handling Code.

The contact details for the Housing Ombudsman Service are:

Online complaint form
Phone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Postal address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

Complaint Handling Code

In July 2020, the Housing Ombudsman published a Complaint Handling code. The code aims to ensure fair and effective complaint handling, promote a positive complaints culture and to embed complaint learning.  The Housing Ombudsman provides more information on their website about the Complaint Handling Code.

The Housing Ombudsman requires all landlords to complete a self-assessment against the Code, which we have completed. You can read our self-assessment, or find out more about it on our website.