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Complaints Policy
How to raise a complaint and what to expect from our process
How to Make a Complaint
We welcome feedback and are committed to resolving complaints quickly and fairly. You can make a complaint by:
Via our website: Use the Contact Us page
Please include your name, contact details, and a clear description of your complaint.
Our Complaints Process
Stage 1 – Initial Response
We will acknowledge your complaint within 2 working days and aim to provide a full response within 10 working days.
Stage 2 – Review
If you are not satisfied with the Stage 1 response, you can request a review by a senior manager within 10 working days of receiving the response. We will respond within 20 working days.
Stage 3 – External Referral
If you remain dissatisfied, you may refer your complaint to the Housing Ombudsman Service or other relevant external body.
Our Commitments
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• Treat all complainants fairly and with respect
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• Investigate complaints thoroughly and impartially
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• Keep complainants informed of progress
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• Learn from complaints to improve our services
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• Ensure no one is treated adversely for raising a complaint