Comments, compliments & complaints

image: a women contacting us using her tabletWe’re committed to giving you a positive customer experience – it’s one of our core values and it’s in our DNA.

Please let us know what you think of our service.

Your feedback is valuable and it helps us continually improve.

We’d like to hear…

If you’ve received great service

We love to hear when we get things right. Please let us know when you have a positive experience of our service.

We'll pass your compliment to our teams and share it as best practice.

If you’ve any suggestions or feedback

If you have any feedback about our service or a suggestion about how we can improve it, we want to know! Please contact us with any ideas you have on what we can do better.

If you’d like to help shape our services, why not become one of our involved residents? Find out how you can get involved and work with us to design, monitor and scrutinise our services. 

If you’re unhappy with our services

We’re sorry if something wasn’t up to the high standard we set ourselves. Complaints help us learn and understand where we’ve gone wrong.

We can then change how we work…to make sure we don’t make the same mistake again.  If you’d like to make a complaint, please contact us.
You can find more information in the following publications:  

What to do if we’re unable to resolve your complaint

If we’re unable to resolve your case after going through each stage of our complaints process, you can ask the Housing Ombudsman Service (HOS) for a review. To contact the HOS, you can ask one of the following to refer your complaint:
  • A Member of Parliament (MP)
  • A local Councillor
  • A resident panel.
Another option is to wait for eight weeks after you receive a final response from us and contact the Housing Ombudsman directly.  

How to send us your feedback

There are a number of ways to get in touch:Image: A man contacting us