Complaints
We want to know when we have not met your expectations. This could be that we have done something that was not to the standard you expected, or not done something that you expected us to do. We can improve by learning from your experiences of our services. We do not consider complaints to be a bad thing as they provide an opportunity for us to learn. Full details of our Complaints Process, Our Complaints Policy, Our Complaints Handling Code Self-Assessment and Annual Complaint Performance & Service Improvement Report can be found below.
Summary of our Complaints Process
Please contact us to tell us about your complaint. You can report complaints in any way you choose including by e-mail, phone, text message, whatsapp message, in person at the office or on the website. Tell us what is wrong and how you feel we can put things right. We will confirm receipt of your complaint in writing.We will respond formally and propose how we will address the situation.
If you are not happy with the response and what we have done to rectify the situation you can escalate your complaint to stage 2, where a more senior officer will review the case and will respond formally.
If you are not happy with the response to your complaint at stage 2 you can escalate your complaint to the Housing Ombudsman.
Find out how to make a complaint
This page provides a summary of our complaints process and useful contacts
Make a complaint now
This launches a google form that allows you to share your complaint with us securely
Our Complaints Policy (pdf)
View our Complaints Policy which explains how complaints are handled by Staff
Complaints Handling Code Self-Assessment 2025 (pdf)
Find out how we comply with the Housing Ombudsman's Complaint Handling Code
Annual Complaint Performance & Service Improvement Report 2025 (pdf)
This report contains a review of our complaints over the last 12 months
If you would like any more information please contact the office on 0151 647 5000
