We always try to get things right first time. But when we don’t, we want to put things right quickly and learn from it.
Every complaint matters. It helps us understand what we can do better.
Making complaints easier
Over the past year, we have made improvements to how we handle complaints.
We want you to feel confident that if something goes wrong, we will:
- Listen
- Act quickly
- Treat you fairly
- Keep things consistent
We have also been working closely with our involved customers, including our National Customer Group, to keep improving.
Updating our Complaints Policy
We are updating our Complaints Policy to make it clearer and easier to understand.
We are working with customers to:
- Make the policy simpler and more transparent
- Improve how we work based on feedback and reviews
- Review how we offer compensation
Making sure we follow through
When we agree to fix something, we make sure it happens.
This could include:
- A visit from your Housing Partner
- A surveyor appointment
- Follow up repairs
We have improved our systems so we can track actions and make sure they are completed.
What customers are saying
Here is some feedback from customers:
“Very understanding and professional. I was very happy with the outcome.”
“Helpful, polite and kept me updated. My complaint was handled very well.”
How to contact us
If you want to share feedback, make a complaint or give a compliment, you can do so here.