Comments, compliments and complaints

We’re committed to giving you great customer service – it’s no less than you deserve and it’s one of the core values of Optivo. 

Please let us know what you think of the service you receive from us. Your feedback is valuable and it means we can continually improve what we do. 

How to send us your feedback

There are a number of ways to get in touch:     

Please tell us if you receive great service

We love to hear when we're doing things right, so 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 a great example.

What you can do if you’re unhappy with our services

We’re sorry if something has gone wrong or was not up to the standard you expect from us. Please tell us about your experience as we really do value complaints. 

We know that by learning from our mistakes we can improve our service for you and for all Optivo customers. If you’d like to make a complaint please contact us here.

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

If we’re unable to resolve your case you can ask the Housing Ombudsman for a review. To contact the Housing Ombudsman you can ask one of the following to refer your complaint:
  • A Member of Parliament (MP)
  • A local Councillor
  • A resident panel.
A further option is to contact the Housing Ombudsman eight weeks after you receive a final response letter from us.