If your complaint is about a problem with your neighbour or another resident please click here.
Make a complaint
We are committed to providing high quality services and our complaints procedure allows us to deal with problems quickly and fairly. We have a dedicated customer solutions team with customer solutions officers who will be personally responsible for responding to your complaints quickly and efficiently.
Make a complaint online
Download a complaints form
Email our customer solutions team
What should I do if I have a complaint?
Your first point of contact would usually be our customer service team or your scheme officer who will do their utmost to help you.
If this does not resolve the problem and you wish to make a ‘formal’ complaint, please contact the customer solutions team for a complaints form or further information on how to make your complaint.
The customer solutions team
The customer solutions team was set up in December 2011, the team comprises:
Julia Shields - Customer Solutions Officer
John Hargrave - Customer Solutions Officer
Emma Harris - Customer Solutions Officer
Donna Elliott - Customer Solutions Officer
The customer solutions officer acts as your sole point of contact during your complaint and will stay in close contact with you during the complaint investigation, you can contact the customer solutions team on 0330 123 0220.
Use of advocates
An advocate is another person making a complaint for you. An advocate may be a friend, relative or a representative from organisations such as the Citizens Advice Bureau, although the advocate should not be a solicitor or other legal professional as this is not a legal process.
Where advocates are to be used and the standard complaints form has not been completed giving permission for them to act on your behalf, no personal information will be given to them before we have your written consent. Please contact us for further information on the use of advocates when making a complaint.
Housing Ombudsman Service
The Housing Ombudsman Service is an independent body set up to provide a free and fair way of dealing with complaints against housing organisations. Generally, the Housing Ombudsman will not consider a complaint unless it has been through all stages of our complaints procedure, although there may be exceptions to this. Further information can be found on the Housing Ombudsman Service website.
Dealing with unreasonable complaints
Generally, dealing with complaints is a straightforward process, but in a minority of cases
- people don’t work with us to resolve the issue
- continue to compalin about issues that have already been responded to
If we think this is happening we reserve the right to refuse to deal with the complaint, or to deal with it differently if, in our view, it is being pursued unreasonably or merits being handled in a different manner to our complaints policy and procedure.
Any further questions?
If you have any questions about the complaints process or want help making a complaint, please contact customer services on 0330 123 0220 and ask to speak to a member of the customer solutions team or email email@example.com