Complaints

If we’ve done something wrong, or you think we can do better, let us know so we can fix it. Making a complaint is quick and easy. When dealing with complaints we:

  • take them seriously
  • respond rapidly
  • let you know how we’ll fix the problem and when
  • are professional, courteous and keep you updated
  • deliver on our promises with clear implications if we don’t
  • take action to make sure that we don’t fail again in the future

You can make a complaint or tell us about something we’ve done well in many ways. This includes by post, in person, by email, text message or the self-serve app. Anyone who has your consent can also make a complaint on your behalf.

When fixing a complaint, we use four principles: we offer and deliver a remedy, recognise the impact, provide reassurance, and if appropriate, recompensate. Click on the boxes below to find out more.

We assess ourselves against The Housing Ombudsman’s Complaint Handling Code once every year to make sure that we are applying it properly. Our annual self assessment has found no areas of non-compliance.